Full-Time

Manager – Product Support

Weekend Shift

Posted on 6/6/2024

Figma

Figma

1,001-5,000 employees

Collaborative interface design and prototyping platform


Mid

Seattle, WA, USA + 2 more

Required Skills
Sales
Requirements
  • Experience building and leading high-performing support teams with a technical SaaS product
  • Experience managing lean weekend coverage teams in ambiguous situations
  • Coaching skills and desire to empower others
  • Deep understanding of customer and executive escalation management
  • Experience partnering with cross-functional teams like sales and engineering
  • Experience leveraging data and insights for driving change
  • Track record of driving results in a support organization
  • Availability to work a 5-day shift over the weekend (Sat & Sun) from 8am - 5pm EST
Responsibilities
  • Help build and shape the future of Product Support weekend support
  • Craft premium experiences for customer base with Figma products and brand
  • Handle customer and executive escalations during weekends
  • Coach and mentor team for service levels and customer satisfaction
  • Collaborate with Product Support Operations for optimal staffing
  • Surface insights from customers to influence product improvements
  • Develop partnerships with Product Support Learning and Performance
  • Onboard and train Product Support Specialists
  • Cultivate relationships with various teams for organizational change plans
  • Partner with Support Leadership for process improvements

Figma is an all-in-one design platform that facilitates collaborative interface design, prototyping, and development, featuring design systems, realistic prototyping, and Dev Mode for developers. It also offers online whiteboarding for seamless team collaboration and brainstorming.

Company Stage

N/A

Total Funding

$749.1M

Headquarters

San Francisco, California

Founded

2012

Growth & Insights
Headcount

6 month growth

0%

1 year growth

4%

2 year growth

18%

Benefits

Competitive salary & equity

Retirement with company contribution

Mental health and wellness benefits

Company recharge days

Work from home stipend

Health, Dental, & Vision

Parental leave & fertility support

Generous PTO

Learning & development stipend

Cell phone reimbursement