Japanese Speaking Enterprise Support Specialist

FigmaTokyo, Japan

On-site Full-time

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Experience Level

Experience

Qualifications

To excel in this role, you should possess:Proven experience in technical support, particularly within enterprise environments. Strong problem-solving skills with the ability to diagnose issues effectively. Excellent communication and interpersonal skills to engage with clients and cross-functional teams. A proactive and customer-centric approach to support. Fluency in both Japanese and English, with exceptional written and verbal communication skills in both languages. A background in design or technology is a plus.

About the job

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.

About Figma

Figma is a pioneering design platform that empowers teams to create, prototype, and collaborate in real-time from anywhere in the world. Our mission is to democratize design and make it accessible to everyone, fostering creativity and innovation.

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