Customer Support • Lead

Who you are

You have a proven track record in leading customer support teams, with a focus on delivering exceptional customer experiences. Your experience in managing and coaching teams has equipped you with the skills to set high standards for quality and performance. You thrive in complex environments and are adept at bringing structure and clarity to fast-paced situations. Your passion for developing people is evident in your approach to leadership, as you empower your team to meet critical KPIs for enterprise success.

You possess strong collaboration skills, allowing you to work effectively with Sales, Product, Engineering, and Support Operations. You understand the importance of advocating for meaningful system changes that enhance workflows and improve customer satisfaction. Your ability to navigate complex organizational structures enables you to unblock high-value customers and support their needs effectively.

Desirable

Experience in a technology-driven environment is a plus, as is familiarity with design tools and collaboration platforms. A background in customer success or support operations will help you excel in this role, as you will be expected to recommend and implement operational improvements.

What you'll do

In this role, you will lead and develop the Enterprise Support team, ensuring that your team delivers premium customer experiences. You will manage, coach, and empower your team to achieve the KPIs that are critical to enterprise success. Your leadership will drive clarity, alignment, and accountability within the team, fostering a culture of excellence.

You will partner closely with Product Support Operations to recommend and implement operational improvements that enhance the team's ability to deliver support at scale. Collaborating with Sales leadership will be essential as you work to unblock high-value customers and support complex organizational needs. Your role will involve continuous improvement of workflows and processes to ensure that the team can respond effectively to customer inquiries and challenges.

What we offer

Figma provides a collaborative and inclusive work environment where you can thrive. You will have the opportunity to shape the future of design and collaboration while working with a team of passionate individuals. The role offers a hybrid working model, allowing you to balance in-office and remote work effectively. Figma values personal connections and encourages team members to engage fully in their roles, including during video interviews and onboarding processes.