Customer Support • Lead

Who you are

You have a proven track record in support leadership, with experience in building and developing high-performing teams. Your passion for customer experience drives you to set a high bar for quality and performance, ensuring that your team delivers premium support. You thrive in environments where you can coach and empower your team, helping them meet critical KPIs and fostering a culture of clarity and accountability.

You understand the importance of collaboration and communication, both within your team and across the organization. Your strategic mindset allows you to align team goals with broader company objectives, ensuring that everyone is working towards a common vision. You are excited about the opportunity to shape the future of design and collaboration, leveraging your expertise to make a meaningful impact.

Desirable

Experience in the design or technology sector is a plus, as it allows you to better understand the unique challenges and opportunities in this space. Familiarity with AI-driven tools and platforms can enhance your ability to lead a team that supports innovative solutions.

What you'll do

In this role, you will build and lead the Product Support team at Figma, focusing on delivering exceptional customer experiences. You will set strategic direction for the team, ensuring that they have the resources and support needed to excel. Your leadership will involve managing, coaching, and empowering team members to meet their KPIs, driving performance and accountability.

You will partner with other departments to ensure a seamless customer experience, collaborating closely with product and engineering teams to address customer needs and feedback. Your role will also involve analyzing support metrics to identify areas for improvement and implementing strategies to enhance service quality.

As a leader, you will foster a culture of continuous learning and development within your team, encouraging team members to grow their skills and advance their careers. You will be responsible for creating an environment where team members feel valued and motivated to contribute their best work.

What we offer

Figma provides a dynamic work environment where creativity and collaboration thrive. You will have the opportunity to work with a talented team of professionals who are passionate about making design accessible to all. We offer a hybrid work model, allowing you to balance in-office collaboration with remote flexibility. Join us in shaping the future of design and collaboration, and be part of a mission-driven company that values innovation and creativity.