(1/11) Reflecting on Customer Support at @figmadesign this morning as our amazing CS leader @jscottpearson celebrates three years at Figma 💜
(2/11) I love the Support team at @figmadesign. The team is super smart, fun, positive and incredibly community minded. They stand up for our users and continually help shape the next chapter of our product.
(3/11) And they are inclusive, welcoming the rest of the team into their work, serving as a bridge between our users / the rest of the company.
(4/11) IMO a lot of companies misunderstand the role of CS. Support isn’t a cost center, but rather a key partner to marketing, product and engineering.
(5/11) Marketing: great Support experiences breed customer evangelism. A strong product education effort equips users to teach their friends / coworkers, building the @figmadesign community. Meanwhile, past conversations help PMM’s find the right language to talk about product.
(6/11) Product: How do you decide what to build? One of the key inputs should be a conversation with your product Support team. They are on the front lines every day and have their finger on the pulse of the customer.
(7/11) When we think about building a new feature at Figma, we start by talking with Support and looking at tickets. As we go through the process of defining the feature, we often reach back out to customers that have written in to help us understand requirements / scope.
(8/11) Finally, the relationships support creates with customers helps product validate that we have reached a solution that meets the customer’s needs.
(9/11) Engineering: it’s popular to think of building software as a cold, logical process but sometimes it’s just plain messy. Whether it’s a weird, hard to reproduce bug or (G-d forbid) an outage, Support is our first line of defense.
(10/11) They debug with customers and use judgement to decide when to escalate issues. When engineering is trying to get more data on a bug that only affects a small portion of our user population, support is a key partner.
(11/11) Thank you to all of our amazing Support team members @figmadesign. And a huge thank you to @jscottpearson for your leadership, energy and friendship. We couldn’t build this company without all of you.
