Manager, Enterprise Support (London, United Kingdom)
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Job Location:
Monthly Salary:
Posted on:
20 hours ago
Vacancies:
1 Vacancy
Job Summary
Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all. Figmas platform helps teams bring ideas to lifewhether youre brainstorming creating a prototype translating designs into code or iterating with AI. From idea to product Figma empowers teams to streamline workflows move faster and work together in real time from anywhere in the world. If youre excited to shape the future of design and collaboration join us!
As a leader in our Enterprise Support organization youll lead a Team to ensure we deliver exceptional experiences to our customers. Youll partner closely with Sales Product Engineering and Support Operations to improve workflows unlock product insights and advocate for meaningful system changes. Were looking for a leader who is passionate about developing people thrives in complexity and brings structure and clarity to a fast-paced agile environment.
This role can be held from our London hub on a hybrid basis.
What youll do at Figma:
- Lead and develop the Enterprise Support team setting a high bar for customer experience quality and performance with a focus on delivering premium customer experiences
- Manage coach and empower the team to meet the KPIs most critical to Enterprise success driving clarity alignment and accountability
- Partner with Product Support Operations to recommend and implement operational improvements that enhance our ability to deliver support at scale
- Collaborate closely with Sales leadership to unblock high-value customers support complex organization migrations and guide major account transitions ensuring continuity and customer satisfaction
- Work with Voice of the Customer Product and Engineering teams to surface meaningful insights that drive product and journey improvements
- Use data and trends to identify opportunities anticipate risks maintain queue health and inform strategic decision-making
- Coach and develop Enterprise Specialists with an emphasis on skill-building performance and career growth
- Implement and refine support methodologies that elevate both the customer experience and team effectiveness
- Manage high-visibility and executive escalations with clarity and urgency partnering cross-functionally to drive fast and lasting resolutions
Wed love to hear from you if you have:
- 4 years leading high-performing support teams primarily serving enterprise customers in technical SaaS environments; deep expertise in people leadership and building effective results-driven teams
- Consistently focused on elevating both the customer and employee experience through continuous improvement
- Experienced in driving outcomes and leading enterprise support initiatives within fast-paced hyper-growth organizations
- Proven ability to partner cross-functionally with Sales and Engineering to advance meaningful customer outcomes
- Strong hands-on understanding of enterprise technical concepts including SSO SCIM APIs provisioning/de-provisioning domain management and security workflows
While not required its an added plus if you also have:
- Experience using Figmas products
At Figma one of our values is Grow as you go. We believe in hiring smart curious people who are excited to learn and develop their skills. If youre excited about this role but your past experience doesnt align perfectly with the points outlined in the job description we encourage you to apply anyways. You may be just the right candidate for this or other roles.
At Figma we celebrate and support our differences. We know employing a team rich in diverse thoughts experiences and opinions allows our employees our product and our community to flourish. Figma is an equal opportunity workplace - we are dedicated to equal employment opportunities regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity/expression veteran status or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories consistent with legal requirements.
We will work to ensure individuals with disabilities are provided reasonable accommodation to apply for a role participate in the interview process perform essential job functions and receive other benefits and privileges of employment. If you require accommodation please reach out to . These modifications enable an individual with a disability to have an equal opportunity not only to get a job but successfully perform their job tasks to the same extent as people without disabilities.
Examples of accommodations include but are not limited to:
- Holding interviews in an accessible location
- Enabling closed captioning on video conferencing
- Ensuring all written communication be compatible with screen readers
- Changing the mode or format of interviews
To ensure the integrity of our hiring process and facilitate a more personal connection we require all candidates keep their cameras on during video interviews. Additionally if hired you will be required to attend in person onboarding.
By applying for this job the candidate acknowledges and agrees that any personal data contained in their application or supporting materials will be processed in accordance with Figmas Candidate Privacy Notice.
Required Experience:
Manager
Key Skills
- SAAS
- Customer Service
- Cloud
- Healthcare
- Account Management
- CRM
- Salesforce
- Infrastructure
- Client Relationships
- New Customers
- Territory
- Trade shows
- Sales Goals
- Sales Process
- Analytics
About Company
Figma is the leading collaborative design tool for building meaningful products. Seamlessly design, prototype, develop, and collect feedback in a single platform.
