Quality Assurance Specialist

We are building a new Quality Assurance team in Product Support that will help us deliver an exceptional and consistent experience for our customers. As one of our first Quality Assurance Specialists, you will support the development of our QA rubrics which will be used to evaluate cases and measure the quality of our customer interactions. You will be a crucial partner to Product Support Specialists and Managers, providing feedback that helps us all grow and improve. In this role, you'll have the opportunity to develop skills that allow you to identify performance trends across Product Support, deliver insights reporting, and provide guidance and recommendations for improvement opportunities throughout Product Support.
This is a highly collaborative role, providing you an opportunity to partner with Figmates on crafting processes that will continue to elevate the support the experience we provide to our customers. If you love helping others grow through effective feedback and coaching, and are eager to develop new skills that will allow you to raise actionable customer insights, we want to hear from you!
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:

• Evaluate Product Support interactions using defined rubrics to ensure our customers are receiving a swift, kind, and knowledgeable experience
• Complete root cause analysis of customer interactions to identify trends that contribute to opportunities for improvement with complex case issues
• Be a strong partner to Product Support Managers and Specialists, providing well structured and actionable feedback that helps Specialists grow in their roles and provide exceptional experiences when supporting Figma customers
• Contribute to business reviews, highlighting identified trends across Product Support cases with recommendations to improve operational efficiency and our customer support experience
• Lead calibration sessions with stakeholders across Product Support to create alignment on our evaluation of support cases, ensuring consistent and objective evaluations
• Collaborate with Learning & Performance Specialists to identify learning gaps on the team and collaborate on solutions

We'd love to hear from you if you have:

• Experience working in a support environment for a technical SaaS product
• Subject matter expertise with Figma and FigJam
• Strong support acumen, especially as related to policy and procedure
• A passion for providing impactful feedback and a desire to help others thrive in their roles
• A bias for action to drive results - if you see something that can be done differently, you say something, and you advocate on behalf of our users
• Resilience and adaptability - you're motivated by experimenting, building, working inside and outside of the team, and are confident through times of change and ambiguity

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.
Read more about our team

• Investing in Figma: The Decade of Design
• How work is changing at Figma
• Figma's next product is a multiplayer whiteboard called FigJam
• Software Design Startup Figma Is Now Worth $10 Billion