Figma is growing our team of passionate people on a mission to make design accessible to all. Born on the Web, Figma helps entire product teams brainstorm, design and build better products — from start to finish. Whether it’s consolidating tools, simplifying workflows, or collaborating across teams and time zones, Figma makes the design process faster, more efficient, and fun while keeping everyone on the same page. From great products to long-lasting companies, we believe that nothing great is made alone—come make with us!

As a Resolution Specialists on the Product Support team, you’ll have the exciting opportunity to help continue to elevate this growing support function. Our mission on the Resolutions Team is to equip the Product Support Team with Figma product knowledge and proactive readiness, ensuring seamless support during critical incidents, product launches, and escalated customer scenarios. If you love to help others grow through coaching and are passionate about building long-lasting relationships with customers and team members, we want to hear from you!

This is a full-time role based from our London Hub.

What you'll do at Figma:

• Partner with Product Support Specialists to troubleshoot complex issues and escalations, helping them build product knowledge, efficiency, and confidence so we consistently deliver high-quality customer experiences.
• Act as a trusted resource for internal teams like Sales and Engineering by answering product, policy, and process questions, and stepping in to help resolve customer issues that require deeper expertise.
• Manage select Direct Support escalations, focusing on restoring trust and strengthening customer relationships through thoughtful, high-touch support.
• Engage with dissatisfied customers with the aim to provide quick issue resolution and get them back to what they love doing most, designing.
• Collaborate with our Content Team to ensure our knowledge base is up-to-date so that our team can find the information they need most with ease. Collect team and customer feedback, identify trends, and communicate insights to advocate for continuous improvements with the employee and customer experience.
• Develop expertise of Figma's products and the journey of our customers, from Product Designers to Developers, to effectively resolve complex inquiries and reduce friction across touchpoints.

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

• 5+ years’ experience working in a support environment for a technical SaaS product.
• Experience and expertise working with Figma and a passion for design.
• Consultative communication skills with the ability to tailor a message for your audience. You can translate complex concepts into concise explanations and summarize customer issues to technical and non-technical audiences.
• Demonstrated ability to de-escalate that enables you to resolve customer concerns and complaints swiftly while earning their trust.
• Experience demonstrating exceptional responsiveness, promptly addressing urgent matters and escalated customer scenarios.
• Demonstrated experience creating documentation, internal resources, or participation in continuous improvement efforts.
• Ability to work a shift covering 9 am -. 5 pm GBT The nature of the work may require additional support outside of typical shift hours resulting in overtime (e.g., responding to escalated leadership or customer inquiries to provide coverage during business-critical scenarios, etc). We will provide clear communication and context for these situations in advance.

While it’s not required, it’s an added plus if you also have:

• Prior experience managing escalated customer interactions
• Prior experience in support operations (launch and incident response, project management)
• Demonstrated ability to leverage AI tools in a support environment to streamline content creation, enhance workflows, and drive project outcomes.

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.