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Content Specialist, Product Support

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Figma

27d ago

  • Job
    Full-time
    Mid Level
  • Customer Relations
    Product
  • San Francisco, +1
    Remote
  • Quick Apply

AI generated summary

  • You need 3+ years in support environments, strong project management skills, excellent written communication, and experience writing for audiences about products or services.
  • You will build a knowledge management strategy, create internal communications, collaborate on updates, and drive knowledge retention to support product launches and onboarding initiatives.

Requirements

  • 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

Responsibilities

  • 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

FAQs

What is the role of a Content Specialist in the Product Support team at Figma?

The Content Specialist owns the content strategy and operations for the Product Support team, helping to inform Specialists on handling questions about processes, products, and policies to provide a great customer experience.

What are the main responsibilities of this position?

The main responsibilities include building the knowledge management strategy, strengthening knowledge sharing within the organization, developing internal and external communications, collaborating with cross-functional partners, planning and launching knowledge programs, and innovating tools for knowledge retention.

What qualifications are required for this role?

Candidates should have 3+ years of experience in support environments, strong written communication skills, and experience in producing content or partnering with a knowledge management function. They should also be able to manage complex projects and prioritize competing requests.

Is experience in specific sectors required?

While not required, it is a plus if candidates have experience managing content for a technical SaaS product, experience in fast-paced support environments, professional writing experience, and exposure to working on a global scale.

Is this position open to applicants outside the US?

This position can be held remotely in the United States, but it is limited to applicants based in the U.S.

What is the salary range for this role at Figma?

The annual base salary range for this role in Figma’s San Francisco or New York hub is between $122,000 and $215,000 USD.

Does Figma offer equity compensation as part of their employment package?

Yes, Figma offers equity to employees along with a competitive package of additional benefits.

Are accommodations available for individuals with disabilities during the application process?

Yes, Figma provides reasonable accommodations for individuals with disabilities during the application, interview process, and in performing essential job functions.

What types of benefits does Figma offer?

Figma offers a range of benefits including health, dental & vision, retirement contribution, parental leave, mental health support, generous PTO, recharge days, and a learning & development stipend, among others.

Will I be considered for this position if my experience doesn't align perfectly with the job description?

Yes, Figma encourages applicants to apply even if their past experience doesn’t align perfectly with the job description, as they value smart, curious people who are eager to learn and develop their skills.

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Figma

A design platform for teams who build products together.

Technology
Industry
201-500
Employees
2012
Founded Year

Mission & Purpose

Figma is a design platform for teams who build products together. Born on the Web, Figma helps teams create, share, test, and ship better designs from start to finish. Whether it’s consolidating tools, simplifying workflows, or collaborating across teams and time zones, Figma makes the design process faster, more efficient, and fun while keeping everyone on the same page.