This role owns the content strategy and operations for the Product Support team, which interacts with Figma’s customers every day. The role will help inform Specialists on how to handle questions around processes, products, and policies. It’s a critical role to enable Figma to provide a great customer experience and help build expertise on the team.
This is a full time role that can be held from one of our US hubs or remotely in the United States.
What you’ll do at Figma:
- Continue to build our knowledge management strategy, which centers around an internal knowledge base that scales with business needs and utilizes AI to boost Specialist performance
- Strengthen the sharing, creation, and curation of knowledge within the global Product Support organization and with cross-functional partners
- Develop and contribute to vital internal and external communications such as Product Support newsletters, knowledge base articles, FAQs, macros, and more
- Collaborate with the broader Learning & Performance function and our cross-functional partners (i.e. Product, Product Education, Marketing) to ensure our knowledge base is up-to-date with the latest product and feature launches
- Help to plan, prioritize, and launch knowledge and content programs that address our teams needs with onboarding, release launches, ongoing product knowledge, and skills building
- Innovate in driving the retention of knowledge and the adoption of tools that help generate the right info for the right person at the right time
We'd love to hear from you if you have:
- 3+ years of experience in Support environments with experience in producing content or working in or partnering with a knowledge management function
- Ability to prioritize competing requests to deliver results
- Ability to manage and prioritize complex projects while providing clarity and vision to key stakeholders
- Possess strong written communication skills, with the ability to turn complex ideas into easily understood concepts
- Experience writing about products or services for audiences
While not required, it’s an added plus if you also have:
- Experience managing content for a technical SaaS product
- Experience in fast-paced support environments
- Professional writing experience
- Exposure to working on a global scale
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 anyways. You may be just the right candidate for this or other roles.
