Manager, Enterprise Support

About the role

Figma seeks a leader for its Enterprise Support team. This role involves guiding a team that provides support to enterprise customers, working with various internal groups to enhance customer experiences and product insights. The position focuses on developing team members and bringing structure to a dynamic work environment.

Key facts

What you'll do

• Lead and develop the Enterprise and Technical Support team, setting high standards for customer experience and performance.
• Coach the team to achieve key performance indicators for enterprise success, promoting clear goals and accountability.
• Collaborate with Support Operations to implement improvements for scalable support delivery.
• Work with Sales leadership to assist high-value customers, manage complex organizational migrations, and oversee major account transitions.
• Partner with Voice of the Customer, Product, and Engineering teams to gather insights for product and customer journey enhancements.
• Utilize data from Product Support Analytics to identify trends, improve product quality, and inform strategic decisions.
• Manage high-complexity Enterprise escalations, ensuring quality technical outcomes through cross-functional collaboration.

Requirements

• 4 or more years of experience leading technical support teams in a SaaS environment, with a focus on enterprise customers.
• Experience supporting complex enterprise setups, including workflows for SSO, SCIM, provisioning, and security.
• Demonstrated ability to partner with Sales, Product, and Engineering to resolve issues and drive improvements, including building new systems and processes.
• Expertise in people leadership and a commitment to developing effective, high-performing teams.

Nice to have

• Experience using Figma's products.
• Strong background in debugging and technical quality, including interpreting developer documentation and APIs, and familiarity with web technologies.

Skills & tools

• SSO
• SCIM
• JavaScript/TypeScript
• HTML
• CSS

Practical notes

Candidates are required to have cameras on during video interviews. In-person onboarding is mandatory upon hiring.