Community Support Specialist (Tokyo, Japan)

Figma · Tokyo

Otherposted 5w ago

Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all. Figma’s platform helps teams bring ideas to life—whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI. From idea to product, Figma empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world. If you're excited to shape the future of design and collaboration, join us!

As a member of our Customer Operations & Support Team, you’ll be the voice of Figma as you help ensure our community has an exceptional experience across our different public platforms and touch-points (community forum, social, etc.) You’ll be engaging with our customers both directly and publicly, which will require critical thinking, an investigative mentality, and outstanding communication skills.

We’re looking for a great teammate based in Japan who can cover weekdays and is technically inclined, eager to learn about design tools and community, and comfortable working in a startup-like environment where there are a lot of hats to wear.

What you’ll do at Figma:

Monitor our community and social platforms (community forum, X, Reddit etc.) and handle escalations
Provide outstanding technical support for new and experienced Figma users on community and social platforms
Help moderate and organize our community forum, making sure it stays a healthy and safe space for our global community
Improve engagement and create a seamless one-to-many support experience
Collaborate with our design and engineering teams to investigate and resolve complex issues
Work with our Technical Quality Support team to report and escalate technical issues with the appropriate teams
Collect and consolidate customer feedback into meaningful recommendations for our product and research teams
Close the feedback loop with users when bugs are resolved and feature requests are implemented

We'd love to hear from you if you have:

2+ years’ experience working in a support or community environment for a technical SaaS product
Good technical capability and written communication skills, with the ability to turn complex ideas into easily understood concepts
A willingness to listen to customer feedback and respond effectively in a public forum or directly with the user
An agile and adaptive attitude, and thrive in the constantly evolving growth and excitement of startup culture
A fluency in English and Japanese, written and spoken

At Figma, one of our values is Grow as you go. We believe in hiring smart, curious people who are excited to learn and develop their skills. If you’re excited about this role but your past experience doesn’t align perfectly with the points outlined in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

At Figma we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our product and our community to flourish. Figma is an equal opportunity workplace - we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, veteran status, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We will work to ensure individuals with disabilities are provided reasonable accommodation to apply for a role, participate in the interview process, perform essential job functions, and receive other benefits and privileges of employment. If you require accommodation, please reach out to accommodations-ext@figma.com. These modifications enable an individual with a disability to have an equal opportunity not only to get a job, but successfully perform their job tasks to the same extent as people without disabilities.

Examples of accommodations include but are not limited to:

Holding interviews in an accessible location
Enabling closed captioning on video conferencing
Ensuring all written communication be compatible with screen readers
Changing the mode or format of interviews

To ensure the integrity of our hiring process and facilitate a more personal connection, we require all candidates keep their cameras on during video interviews. Additionally, if hired you will be required to attend in person onboarding.

By applying for this job, the candidate acknowledges and agrees that any personal data contained in their application or supporting materials will be processed in accordance with Figma's Candidate Privacy Notice.