Manager, Product Support - Figma Weave

About Figma

Figma is an innovative platform dedicated to making design accessible to everyone. Our tools empower teams to transform ideas into reality, encompassing everything from brainstorming and prototyping to converting designs into code and refining them with AI. Figma facilitates streamlined workflows, accelerates progress, and enables real-time collaboration globally. We are shaping the future of design and encourage passionate creatives and builders to join our mission.

About Figma Weave and AI-Native Craft

We are currently forging the next frontier of AI-native craft and creativity, a space where artistic skill converges with advanced technology. Our integrated platform bridges the divide between powerful AI capabilities and human inventiveness, allowing professional creatives and designers to harness the world’s leading AI models without sacrificing precision, expression, or the inherent soul of their work. Together, we are crafting tools that help individuals move faster without compromising on quality, precision, or craft—a platform where AI enhances creativity rather than diminishing it.

The Opportunity: Manager, Product Support - Figma Weave

We are seeking an experienced support leader who possesses a strong passion for cultivating new teams. If you are energized by the process of building and developing teams and providing strategic direction, we encourage you to connect with us. This role offers a hybrid work arrangement and can be performed from either our London or Tel Aviv hub.

What You'll Do at Figma Weave:

• Build, lead, and develop the Support team, setting an exceptionally high standard for customer experience, quality, and overall performance, with a particular emphasis on delivering premium customer experiences.
• Manage, coach, and empower your team to achieve the KPIs most crucial for success, fostering clarity, alignment, and accountability.
• Collaboration with Product Support Operations will be key to recommending and implementing operational improvements that enhance our ability to deliver support efficiently at scale.
• You will also work closely with the leadership team to assist high-value customers, facilitate complex organizational migrations, and guide major account transitions, ensuring uninterrupted service and complete customer satisfaction.
• Engagement with the Voice of the Customer, Product, and Engineering teams will allow you to surface meaningful insights that drive product and customer journey improvements.
• Using data and trends, you will identify opportunities, proactively anticipate risks, maintain optimal queue health, and inform strategic decision-making.
• Furthermore, you will implement and refine support methodologies to elevate both the customer experience and the team's overall effectiveness.
• Managing high-visibility and executive escalations with clarity and urgency will be part of your duties, partnering cross-functionally to achieve swift and lasting resolutions.

What We're Looking For:

• 4+ years of experience leading high-performing support teams, primarily serving enterprise customers in technical SaaS environments, coupled with deep expertise in people leadership and building effective, results-driven teams.
• You should have consistently focused on enhancing both the customer and employee experience through continuous improvement.
• Experience in driving outcomes and leading enterprise support initiatives within fast-paced, hyper-growth organizations is highly valued.
• A proven ability to partner cross-functionally with Sales and Engineering to advance meaningful customer outcomes is essential, along with a strong hands-on understanding of enterprise technical concepts, including SSO, SCIM, APIs, provisioning/de-provisioning, domain management, and security workflows.

Added Plus (Not Required):

• Experience using node-based design products.

Grow with Figma:

At Figma, "Grow as you go" is a core value. We believe in hiring intelligent, inquisitive individuals who are enthusiastic about learning and developing their skills. Even if your previous experience doesn't perfectly align with every point in the job description, we still encourage you to apply. You may be the perfect candidate for this or another role.

Key Skills/Competency:

• Team Leadership
• Customer Experience (CX)
• SaaS Support
• Enterprise Solutions
• Strategic Planning
• Operational Improvement
• Cross-functional Collaboration
• Technical Support
• Problem Solving
• Data Analysis