Senior UX Designer
Avalere
Enterprise Support Specialist, Korean Speaker
Figma
full-time
Posted on:
Location Type: Remote
Location: Remote • California, New York • 🇺🇸 United States
Visit company websiteSalary
💰 $44 - $64 per hour
Job Level
Mid-LevelSenior
About the role
- Partner with the Enterprise Support Manager to define and elevate the Enterprise Support function for Figma's top customers
- Develop expertise of Figma's products and the journey of customers to accurately diagnose sophisticated inquiries
- Interact with Figma customers daily via email, owning cases from start to resolution
- Partner closely with Sales to guide large organizations through complex workspace configurations and ensure successful account setup
- Serve as the voice of the customer, capturing product and process gaps and presenting data-backed cases for feature development and automation
- Act as designated point of contact for high-risk escalations, engaging partners and owning communication through to solution
- Identify trends and communicate insights to Product and Engineering to advocate for bug fixes and improvements
- Engage in pilot programs and experimentation to deliver fast, personalized interactions and meet customer commitments
- Recommend foundational tooling and processes with Product Support Operations to ensure scalability
- Diagnose technical issues, determine solutions, and anticipate customer impact while working cross-functionally
Requirements
- 3+ years’ experience working in a Support environment for a technical SaaS product, ideally supporting Enterprise customers
- Proficiency in spoken and written Korean at a professional level
- Experience working with system administration for large end-user communities or guiding customers through complicated implementations
- Experience in evaluating business impact of technical issues to drive cross functional alignment, prioritization, and timely resolutions
- Consultative communication skills with the ability to tailor a message for your audience. You can translate complex concepts into concise explanations and summarize customer issues to technical and non-technical audiences
- Experience troubleshooting SAML/SSO and SCIM configurations for large-scale organizations (preferred)
- Experience working with design tools like Adobe XD, Sketch, and/or Framer and a passion for UX/UI design (preferred)
- Familiarity with or willingness to learn AI concepts (e.g., prompt refinement, natural language tools, generative AI, machine learning basics) (preferred)
- Ability to be based in a US hub or work remotely in the United States; required to keep camera on during interviews and attend in-person onboarding if hired
Benefits
- Equity to employees
- Health, dental & vision
- Retirement with company contribution
- Parental leave & reproductive or family planning support
- Mental health & wellness benefits
- Generous PTO
- Company recharge days
- Learning & development stipend
- Work from home stipend
- Cell phone reimbursement
- Sales incentive pay for most sales roles
- Annual bonus plan for eligible non-sales roles
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SaaS supportsystem administrationSAMLSSOSCIMtroubleshootingUX designUI designdata analysisfeature development
Soft skills
consultative communicationproblem-solvingcross-functional collaborationcustomer advocacyinsight communicationcase ownershiptrend identificationpersonalized interactionmessage tailoringescalation management
