Community Support Specialist (Tokyo, Japan)

Figma · Tokyo, Japan · Customer Operations and Support · listed July 28, 2026

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The shape of it

Seniority

Mid level

Experience asked

2+ years

Where

On site

Requirements listed

Length

653 words

In the posting’s own words

As a member of our Customer Operations & Support Team, you’ll be the voice of Figma as you help ensure our community has an exceptional experience across our different public platforms and touch-points (community forum, social, etc.) You’ll be engaging with our customers both directly and publicly, which will require critical thinking, an investigative mentality, and outstanding communication skills.

What it asks for · 5

2+ years’ experience working in a support or community environment for a technical SaaS product
Good technical capability and written communication skills, with the ability to turn complex ideas into easily understood concepts
A willingness to listen to customer feedback and respond effectively in a public forum or directly with the user
An agile and adaptive attitude, and thrive in the constantly evolving growth and excitement of startup culture
A fluency in English and Japanese, written and spoken

What the job covers

Monitor our community and social platforms (community forum, X, Reddit etc.) and handle escalations
Provide outstanding technical support for new and experienced Figma users on community and social platforms
Help moderate and organize our community forum, making sure it stays a healthy and safe space for our global community
Improve engagement and create a seamless one-to-many support experience
Collaborate with our design and engineering teams to investigate and resolve complex issues
Work with our Technical Quality Support team to report and escalate technical issues with the appropriate teams
Collect and consolidate customer feedback into meaningful recommendations for our product and research teams
Close the feedback loop with users when bugs are resolved and feature requests are implemented

Tools and skills named

Product & design

Figma6×

Go to market

SaaS

Ways of working

Agile

Words the posting leans on

community9×
design5×
support5×
technical5×
customer4×
platforms4×
community forum3×
experience3×
ideas3×
product3×
users3×
communication skills2×
complex2×
customer feedback2×
directly2×
issues2×

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