Manager, Enterprise Support (Singapore)

Figma is growing our team of creatives and builders on a mission to make design accessible to all.

As a leader in our Enterprise Support organization, you’ll lead a team across Enterprise and Technical Support to ensure we deliver exceptional experiences to our customers.

What you’ll 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

Requirements:

• 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

Nice to have:

• Experience using Figma's 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)