About the job
Figma is hiring a Japanese Speaking Enterprise Support Specialist in Tokyo to join the Product Support team. This position centers on supporting some of Figma’s largest enterprise clients, providing reliable and high-quality assistance tailored to complex business needs. The role works closely with the Enterprise Support Manager and regularly collaborates with Sales, Product, and Engineering teams to ensure a smooth support experience.
Key responsibilities
- Build deep expertise in Figma’s products and understand the customer journey, from Product Designers to Account Administrators, to resolve complex support issues.
- Communicate daily with enterprise customers in Japanese via email, managing support cases from first contact through resolution.
- Work with Sales to help large organizations configure workspaces and respond quickly to technical concerns, supporting smooth account setups.
- Represent customer perspectives by identifying product or process gaps and presenting data-driven recommendations for new features or automation.
- Act as the main contact for high-risk escalations, coordinating with stakeholders and managing communication until resolution.
- Spot patterns and share insights with Product and Engineering to advocate for bug fixes, process improvements, and feature enhancements.
- Participate in pilot programs and experiments to find efficient ways to deliver prompt, personalized support that meets performance standards and customer expectations.
- Recommend essential tools and processes in partnership with Product Support Operations to keep the support experience effective.
Location
This position is based in Figma’s Tokyo office.
