Manager, Enterprise Support (Singapore)

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 across Enterprise and Technical Support 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 will be based out of our Singapore hub.

What youll do at Figma:

• Lead and develop the Enterprise & Technical Support team setting a high bar for customer experience quality and performance with a focus on coaching to deliver a 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 Support Operations to 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 insights from Product Support Analytics to surface trends improve product quality and inform strategic decision-making
• Support high-complexity Enterprise escalations ensuring consistent high-quality technical outcomes by partnership cross-functionally

Wed love to hear from you if you have:

• 4 years leading high-performing technical support teams in a SaaS environment with a focus on supporting Enterprise customers
• Experience supporting complex enterprise environments including workflows related to SSO SCIM provisioning and security
• Proven ability to partner with Sales Product and Engineering to resolve issues and drive improvements while also being comfortable building new systems and processes from scratch
• Deep expertise in people leadership and a passion for developing effective high-performing teams

While not required its an added plus if you also have:

• Experience using Figmas products
• Strong background in debugging and technical quality with the ability to interpret developer documentation and APIs and familiarity with web technologies (JavaScript/TypeScript HTML CSS)

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.