Product Support Specialist
$78,000–$136,032 year
Remote · United States
Job Summary
Product Support Specialist at Figma: be the voice of the customer by managing daily email-driven cases from start to resolution, diagnose and solve sophisticated inquiries, and help define and improve processes within the Product Support function to deliver premium experiences at scale. Act as the designated point of contact for high-risk escalations, proactively engaging partners and communicating through to resolution. The role requires 2+ years of SaaS customer support, strong communication, empathetic problem-solving, and a customer-first mindset, with availability for an 8am–5pm PT shift. Preferences include experience with design tools (Figma, Sketch, Adobe) and Zendesk. This is a full-time position available from US hubs or remote in the United States; compensation includes an hourly base pay range translated to annual USD and a comprehensive benefits package.
Required Qualifications
- 2+ years in customer support, preferably in a SaaS environment
- Resilient and adaptable - performs well through change and ambiguity
- Strong communicator - translates complex ideas for both technical and non-technical audiences
- Empathetic problem-solver who goes above and beyond for customers
- Action-oriented with a customer-first mindset, plus availability for an 8am–5pm PT shift
- Experience with a design tool such as Figma, Sketch, Adobe
- Experience with Zendesk
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