Figma

Compensation

Full Description

Description: • Partner with the Enterprise Support Manager to define and elevate the Enterprise Support function for Figma's top customers • Develop expertise of Figma's products and the journey of customers to accurately diagnose sophisticated inquiries • Interact with Figma customers daily via email, owning cases from start to resolution • Partner closely with Sales to guide large organizations through complex workspace configurations and ensure successful account setup • Serve as the voice of the customer, capturing product and process gaps and presenting data-backed cases for feature development and automation • Act as designated point of contact for high-risk escalations, engaging partners and owning communication through to solution • Identify trends and communicate insights to Product and Engineering to advocate for bug fixes and improvements • Engage in pilot programs and experimentation to deliver fast, personalized interactions and meet customer commitments • Recommend foundational tooling and processes with Product Support Operations to ensure scalability • Diagnose technical issues, determine solutions, and anticipate customer impact while working cross-functionally Requirements: • 3+ years’ experience working in a Support environment for a technical SaaS product, ideally supporting Enterprise customers • Proficiency in spoken and written Korean at a professional level • Experience working with system administration for large end-user communities or guiding customers through complicated implementations • Experience in evaluating business impact of technical issues to drive cross functional alignment, prioritization, and timely resolutions • 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 • Experience troubleshooting SAML/SSO and SCIM configurations for large-scale organizations (preferred) • Experience working with design tools like Adobe XD, Sketch, and/or Framer and a passion for UX/UI design (preferred) • Familiarity with or willingness to learn AI concepts (e.g., prompt refinement, natural language tools, generative AI, machine learning basics) (preferred) • Ability to be based in a US hub or work remotely in the United States; required to keep camera on during interviews and attend in-person onboarding if hired Benefits: • Equity to employees • Health, dental & vision • Retirement with company contribution • Parental leave & reproductive or family planning support • Mental health & wellness benefits • Generous PTO • Company recharge days • Learning & development stipend • Work from home stipend • Cell phone reimbursement • Sales incentive pay for most sales roles • Annual bonus plan for eligible non-sales roles