As a member of our Product Support Team, you will have the exciting opportunity to be our first dedicated weekend support manager. Engaging with our customers requires critical thinking, an investigative approach and impeccable communication skills. In this role, you will focus on motivating and inspiring the team to ensure that we provide an outstanding customer experience every step of the way. You will work cross functionally with key partners such as enablement, sales, product, and engineering leadership to help grow our support center of excellence. We are looking for an experienced support leader who is passionate about crafting an environment where our customers and employees are supported to do their best work.

What you’ll do at Figma:

  • Help build and shape the future of our Product Support weekend support
  • Craft and create premium experiences for customer base with our Figma products and brand
  • Handle customer and executive escalations that arise during the weekend, ensuring swift response time and resolution of issues
  • Coach and mentor your team to achieve results with service levels, support quality, and customer satisfaction
  • Collaborate with Product Support Operations to ensure we are staffed optimally to support our rapidly growing user base
  • Surface insights from our customers to our product, marketing, and engineering teams – influencing and driving improvements in our product
  • Develop strong partnerships with Product Support Learning and Performance to ensure our team is supported, ready, and knowledgeable for upcoming feature and product launches
  • Help to onboard and train Product Support Specialists, ensuring we deliver quality customer experiences along the way
  • Coach team members with a focus on skill building and achieving core metric goals
  • Cultivate strong working relationships with the People Team, Learning and Performance, and Operations to craft, deliver, and implement effective organizational change and communication plans
  • Partner with the broader ecosystem of Support Leadership to mature the overall department with process improvements and operational efficiencies

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

  • Experience building and leading high-performing support teams that support customers with a technical SaaS product
  • Experience managing lean weekend coverage teams in situations of ambiguity where certain resources may be unavailable
  • Coaching skills and a desire to empower others to do their best work
  • A deep understanding of customer and executive escalation management, from the point of entry through final resolution
  • Experience in partnering with cross-functional teams such as sales and engineering
  • Experience with leveraging data and insights to drive change
  • A track record of accomplishment and effectiveness with driving results in a support organization
  • Must be able to work a 5-day shift that expands over the weekend (Sat & Sun) from 8am – 5pm EST.

While not required, it’s an added plus if you also have:

  • A desire and steadfast approach to continuously improve the customer and employee experience
  • Tackled problems with an agile and adaptive approach, and thrive in a constantly evolving environment
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