Manager, Enterprise Support - Singapore

About the Role

Figma is expanding its team of innovative creators and developers committed to democratizing design. Our platform enables teams to turn ideas into reality—from brainstorming and prototyping to coding and leveraging AI—facilitating real-time collaboration worldwide. Join us to influence the future of design and teamwork.

Job Summary

We are seeking a leader to oversee our Enterprise and Technical Support divisions, ensuring exceptional customer experiences. This role will coordinate closely with Sales, Product, Engineering, and Support Operations to optimize workflows, extract product insights, and advocate for impactful system enhancements. The ideal candidate thrives in complex, agile settings and excels at developing talent.

Key Responsibilities

• Lead and cultivate the Enterprise & Technical Support team, maintaining excellence in customer satisfaction, quality, and performance with an emphasis on coaching for superior service.
• Manage and empower the team to achieve key performance indicators crucial to Enterprise customer success, promoting alignment and accountability.
• Collaborate with Support Operations to implement scalable operational improvements.
• Partner with Sales leadership to resolve challenges with high-value clients, oversee complex organizational transitions, and ensure seamless account management.
• Work with Voice of the Customer, Product, and Engineering teams to identify insights that enhance the product and customer journey.
• Utilize Product Support Analytics data to recognize trends, improve product reliability, and guide strategic plans.
• Handle intricate Enterprise escalations, coordinating cross-functionally to secure consistent and technically sound resolutions.

Candidate Qualifications

• Minimum of four years leading technical support teams in SaaS settings, especially serving Enterprise clientele.
• Experience managing complex enterprise workflows including SSO, SCIM, provisioning, and security protocols.
• Demonstrated ability to collaborate with Sales, Product, and Engineering teams to resolve issues and drive new system/process innovations.
• Strong people management skills with a passion for building high-performing teams.

Additional Desired Qualifications:

• Familiarity with Figma tools.
• Technical expertise including debugging, interpreting developer resources, APIs, and familiarity with JavaScript/TypeScript, HTML, and CSS.

Inclusivity and Accessibility

Figma values diversity and is an equal opportunity employer committed to inclusion regardless of race, gender, disability, or other protected traits. We provide reasonable accommodations during hiring and employment to support individuals with disabilities, including accessible interviews, closed captioning, screen-reader compatibility, and interview format adjustments.

Additional Hiring Requirements

Applicants must keep cameras on during video interviews and will attend in-person onboarding upon hiring. Submission of personal data during application is governed by our Candidate Privacy Notice.