As an Enterprise Specialist on Figma’s Product Support team you have the exciting opportunity to work with the Enterprise Support Manager to elevate and evolve the Enterprise Support function.  This team is responsible for providing exceptional support for Figma’s top customers. You will be delivering the kind of experiences that build trust throughout the Figma community, from customers to key internal partners, such as Sales, Product, and Engineering.

We’re looking for a support expert with an ability to understand what it means to work with Enterprise-level customers and help with their unique needs. You will diagnose issues, determine solutions, and anticipate customer impact, serving as a customer advocate while working as part of a team to deliver an exceptional experience.

This is a full time role that can be held from one of our US hubs or remotely in the United States.

What you’ll do at Figma:

• Develop expertise of Figma’s products and the journey of our customers, from Product Designers to Account Administrators, to accurately diagnose sophisticated inquiries.
• Interact with Figma customers daily via email, taking ownership over cases from start to resolution.
• Partner closely with Sales teams to guide large scale organizations through complex workspace configurations, acting quickly to address technical issues and ensuring successful account setup.
• Operate as the voice of the customer, capturing both product and process gaps in the experience and presenting data-backed cases for new feature development and process automation.
• Act as designated point of contact for high-risk escalations and issues, proactively engaging the appropriate partners, and owning communication through to solution.
• Identify trends and communicate insights to our Product and technical teams to advocate for bug fixes, process improvements, and feature enhancements.
• Work with the Product Support Learning and Performance team to develop documentation and training materials for future Enterprise Advocates.

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