Manager – Community Support
London, UK
Posted on 12/15/2022
INACTIVE
Figma

1,001-5,000 employees

Web-based collaborative platform for product design
Company Overview
Figma stands out as an exemplary workplace due to its commitment to fostering a collaborative culture, its unique competitive advantage in consolidating design tools and workflows, and its industry leadership in web-based design platforms. The company's technical innovation is evident in products like FigJam, an online whiteboard that enhances team collaboration, demonstrating their dedication to improving efficiency and communication in product development. Figma's ability to simplify complex processes and facilitate teamwork across different time zones positions it as a leader in the design industry, making it an exciting and rewarding place to work.

Company Stage

N/A

Total Funding

$333.4M

Founded

2012

Headquarters

San Francisco, California

Growth & Insights
Headcount

6 month growth

0%

1 year growth

7%

2 year growth

63%
Locations
London, UK
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Agile
Communications
iOS/Swift
Requirements
  • 4+ years' experience working in a support or community environment for a technical SaaS product
  • 2+ years' experience managing a team
  • Good technical capability and written communication skills, with the ability to turn complex ideas into easily understood concepts
  • Excellent decision quality and creative problem solving skills
  • A high attention to detail and are skilled with prioritising tasks by level of urgency
  • A steadfast approach to acting on customer feedback that ensures customers feel heard and supported
  • Experience streamlining processes and communicating cross-functionally
  • An agile and adaptive attitude, and thrive in the constantly evolving growth and excitement of startup culture
  • Familiarity with design processes and tools are a plus!
  • Additional languages highly benefical
  • Investing in Figma: The Decade of Design
  • How work is changing at Figma
  • Figma's next product is a multiplayer whiteboard called FigJam
  • Software Design Startup Figma Is Now Worth $10 Billion
Responsibilities
  • Lead, develop, and empower a high-performing Community Support team that is on the front line of supporting our users
  • Manage escalated issues that require special care and consideration
  • Develop strategies and processes that help us scale to provide outstanding support to a growing community of users
  • Manage and measure Support team metrics and report on trends and outcomes to the broader Product Support team
  • Act as an advocate for the Community by actively surfacing user feedback and insights to our cross-functional teams
  • Deliver quality support on Twitter and other social platforms ensuring a swift response and resolution
  • Provide technical support for new and experienced Figma users on our community and social platforms
  • Help moderate and organize our support forum, making sure it stays a healthy and safe space for our global community
  • Identify key community contributors that help keep the forum engaged and thriving
  • Improve engagement and create a seamless one-to-many support experience on the forum