Product Support Specialist

Position Summary:

We are seeking a dedicated Product Support Specialist to deliver exceptional customer service and technical support to our users. This full-time, remote contract role offers an excellent opportunity to develop your skills in a fast-paced SaaS environment, providing meaningful solutions to customers and collaborating with cross-functional teams. You'll be the first point of contact for customer inquiries, helping resolve issues related to billing, account management, and Figma files, while maintaining a focus on creating positive support experiences.

Key Responsibilities

• Provide high-quality, responsive support to Figma users via email, taking full ownership of customer cases from initiation to resolution.
• Develop in-depth knowledge of Figma's products and customer journey to accurately diagnose and troubleshoot complex questions.
• Handle support requests related to billing, account management, and file sharing, ensuring clear and effective communication.
• Contribute to knowledge base improvements by suggesting detailed, user-friendly support content and internal documentation.
• Escalate unresolved or complex issues to appropriate internal teams and follow up to ensure timely resolution.
• Collaborate with various teams across the organization to share customer insights and provide feedback that drives improvements in the support process and product experience.

Required Qualifications

• At least 2 years of experience in a customer support or technical support role.
• Strong communication skills with the ability to explain technical concepts clearly to both technical and non-technical audiences.
• Demonstrated empathy, problem-solving skills, and a passion for delivering excellent customer service.
• Able to work independently and proactively in a remote environment.
• Experience with or exposure to SaaS platforms or technical products is a plus but not mandatory.

Preferred Skills & Experience

• Familiarity with customer support tools such as Zendesk.
• Knowledge of online payment systems like Stripe.
• Experience supporting B2B or enterprise clients.
• Genuine interest in design or related fields.
• A proactive attitude and openness to feedback for continuous improvement.

Benefits

Eligible employees may have access to benefits including medical, dental, vision, paid time off, paid holidays, and other company-sponsored programs, subject to eligibility requirements. (If this is a contract role: This position is not eligible for company-sponsored benefits unless otherwise required by law.)

Work Authorization

We consider applications from qualified candidates with prior arrests and conviction records, in accordance with applicable regulations.