Product Support Specialist

Location: Remote (requires on-site onboarding in NYC or San Francisco)
Work Schedule: Monday–Friday, 8:00 a.m.–5:00 p.m. (local time); mandatory onboarding schedule may include early hours (7:00 a.m.–4:00 p.m. PST) during the first two weeks
Compensation: $28.00 per hour

Position Summary:
We are seeking a dedicated Product Support Specialist to deliver exceptional customer service and technical support to our users. This full-time, remote contract role offers an excellent opportunity to develop your skills in a fast-paced SaaS environment, providing meaningful solutions to customers and collaborating with cross-functional teams. You'll be the first point of contact for customer inquiries, helping resolve issues related to billing, account management, and Figma files, while maintaining a focus on creating positive support experiences.

Key Responsibilities:

• Provide high-quality, responsive support to Figma users via email, taking full ownership of customer cases from initiation to resolution.
• Develop in-depth knowledge of Figma's products and customer journey to accurately diagnose and troubleshoot complex questions.
• Handle support requests related to billing, account management, and file sharing, ensuring clear and effective communication.
• Contribute to knowledge base improvements by suggesting detailed, user-friendly support content and internal documentation.
• Escalate unresolved or complex issues to appropriate internal teams and follow up to ensure timely resolution.
• Collaborate with various teams across the organization to share customer insights and provide feedback that drives improvements in the support process and product experience.

Required Qualifications:

• At least 2 years of experience in a customer support or technical support role.
• Strong communication skills with the ability to explain technical concepts clearly to both technical and non-technical audiences.
• Demonstrated empathy, problem-solving skills, and a passion for delivering excellent customer service.
• Ability to work independently and proactively in a remote environment.
• Experience with or exposure to SaaS platforms or technical products is a plus but not mandatory.

Preferred Skills & Experience:

• Familiarity with customer support tools such as Zendesk.
• Knowledge of online payment systems like Stripe.
• Experience supporting B2B or enterprise clients.
• Genuine interest in design or related fields.
• A proactive attitude and openness to feedback for continuous improvement.

At Premier Talent Partners, we are a people-centered recruitment firm with a strong focus on skills-based hiring. We specialize in placing individuals in roles ranging from entry-level to VP level across various fields, including Customer Success, Sales & Marketing, Finance & Accounting, Administrative, HR, Operations, and Technology. Our expertise spans contract/temporary, temporary-to-permanent, permanent, and employer-of-record services, and we are committed to equitable & inclusive hiring practices on a national scale.

Benefits: Eligible employees may have access to benefits including medical, dental, vision, paid time off, paid holidays, and other company-sponsored programs, subject to eligibility requirements. (If this is a contract role: This position is not eligible for company-sponsored benefits unless otherwise required by law.)

If you have an interest in exploring other positions similar to this one, please note that compensation ranges and benefits offerings may vary by role and assignment.

We do consider applications from qualified candidates with prior arrests and conviction records, in accordance with applicable regulations.

Work authorization: At this time, we are unable to offer employment sponsorship.

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