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- Tasks: Provide top-notch support to Figma users and tackle customer inquiries with flair.
- Company: Join Figma, a dynamic company making design accessible for everyone.
- Benefits: Enjoy a collaborative culture, growth opportunities, and the chance to work remotely.
- Why this job: Be the voice of Figma and help shape exceptional customer experiences.
- Qualifications: Fluency in Japanese and English, with strong problem-solving and communication skills.
- Other info: Diverse team environment with a focus on personal and professional growth.
The predicted salary is between 36000 - 60000 £ per year.
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 the Product Support team, you’ll be the voice of Figma as you help to create seamless experiences for our customers every day. Engaging with our customers requires critical thinking, an investigative mindset, and impeccable communication skills. We’re looking for a team player who enjoys solving problems, has a passion for quality and creating great customer experiences, and is comfortable collaborating in a fast-paced startup environment. This role requires fluency in Japanese and English and can be held from our London hub.
What you’ll do at Figma:
- Provide exceptional customer support for new and existing Figma users via email
- Tackle customer inquiries about billing, their accounts, and managing their Figma files
- Act swiftly on and communicate often about high-priority customer inquiries, escalating customer issues to the appropriate team for further investigation when needed
- Make suggestions for detailed, easy-to-understand support content (e.g. saved replies, internal knowledge base, process updates)
- Deliver work that develops your soft and technical skills, and share skills with your team
- Develop expertise of Figma's products and the journey of our customers to accurately diagnose and solve sophisticated billing and account inquiries
- Partner with other teams at Figma and the Tier 1 Manager to provide feedback that helps build processes for efficient and quality customer experience
We’d love to hear from you if you have:
- Proven empathetic problem solving by going above and beyond to help others
- Excellent communication skills. You can translate complex concepts into concise explanations and summarise customer issues to technical and non-technical audiences
- A bias for action to drive for results – if you see something that can be done differently, you say something, and you advocate on behalf of the customer
- Resilience and adaptability – you’re motivated by experimenting, building, working inside and outside of the team, and are confident through times of change and ambiguity
- Full fluency in English and Japanese
While it’s not required, it’s an added plus if you also have:
- Experience working in a support environment, preferably for a technical SaaS product
- An interest in Design
- Experience working towards KPIs
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 anyway. 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, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, veteran status, or any other characteristic protected by law.
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.
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.
Product Support Specialist, Japanese Speaking (London, United Kingdom) employer: Figma
Contact Detail:
Figma Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Product Support Specialist, Japanese Speaking (London, United Kingdom)
✨Tip Number 1
Get to know Figma inside out! Familiarise yourself with their products and services, so you can speak confidently about how you can help customers. This will show your passion and commitment during interviews.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customers in both English and Japanese, try role-playing common support scenarios with a friend. This will help you articulate complex ideas clearly and concisely.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you went above and beyond to help someone. Be ready to share these stories during your interview to demonstrate your empathetic approach.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the Figma team and contributing to our mission.
We think you need these skills to ace Product Support Specialist, Japanese Speaking (London, United Kingdom)
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for design and customer support shine through. We want to see that you’re excited about the role and how you can contribute to making Figma’s platform even better for users.
Tailor Your Experience: Make sure to highlight any relevant experience you have in customer support or technical environments. We love seeing how your background aligns with the skills we’re looking for, so don’t be shy about showcasing your problem-solving abilities!
Be Clear and Concise: Communication is key in this role, so ensure your application is easy to read and straight to the point. Use clear language to explain your experiences and how they relate to the job description—this will help us understand your fit for the team.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re serious about joining our team at Figma!
How to prepare for a job interview at Figma
✨Know Your Stuff
Before the interview, dive deep into Figma's products and services. Familiarise yourself with their features and how they benefit users. This will not only help you answer questions confidently but also show your genuine interest in the role.
✨Show Off Your Communication Skills
Since this role requires excellent communication, practice explaining complex concepts in simple terms. You might even want to prepare a few examples of how you've successfully communicated with customers in the past, especially in both English and Japanese.
✨Emphasise Problem-Solving Abilities
Think of specific instances where you've gone above and beyond to solve customer issues. Be ready to discuss these experiences during the interview, highlighting your empathetic approach and how you advocate for the customer.
✨Be Ready for a Fast-Paced Environment
Figma thrives in a dynamic setting, so be prepared to discuss how you've adapted to change in previous roles. Share examples that demonstrate your resilience and ability to work collaboratively under pressure.
