Director, Product Support

Summary

Join Figma's Product Support Team as a senior leader to build and shape the future of the Direct Support function, ensuring premium customer experiences. Lead a team of Product Support managers, overseeing Tier 1, Tier 2, Enterprise, and Technical Quality support. Collaborate with various teams, including Product Support Operations, Product Operations, Learning & Performance, Quality Assurance, Product, and Engineering, to refine processes, track KPIs, and surface key customer insights. Coach and develop leaders, communicate a clear vision, and ensure effective staffing to support the growing user base. This full-time role can be based in a US hub or remotely within the United States and reports to the VP of Product Support. Figma offers a competitive compensation package and benefits.

Requirements

• Experience scaling customer support teams in hyper-growth environments, preferably with a technical SaaS product
• 10+ years of work experience with 4+ years experience leading high-performing support teams and managing leaders across multiple geographical locations
• A deep understanding of people leadership with a strong passion for building effective teams and developing talent
• Expertise in partnering with marketing, product, and engineering teams to improve process and influence roadmaps
• Strong analytical skills and are practiced at using and interpreting data to inform strategic direction
• Experience leading impactful projects from conception to execution, with the ability to contribute to both high-level strategic planning and smaller operational initiatives
• Ability to proactively anticipate risks, challenges, and opportunities, developing forward-thinking strategies to address them and ensure long-term success
• Familiarity and comfort navigating CRMs, preferably Zendesk

Responsibilities

• Build and shape the future of our Direct Support function, ensuring we are focused on crafting premium experiences for our customers, creating a wide and dedicated customer base with our Figma products and brand
• Lead a team of Product Support managers who oversee our Direct Support function, including Tier 1, Tier 2, Enterprise and Technical Quality, ensuring that we provide a stellar experience throughout the entire customer journey
• Work closely with Product Support Operations on refinement of our segmentation model, channel strategy, and tooling to ensure we are scaling effectively and optimizing processes along the way
• Define, implement, and track key performance indicators for our Direct Support teams with a focus on driving results, improving efficiency and creating quality experiences
• Surface key customer insights to our Product Operations, Learning & Performance, Quality Assurance, Product, and Engineering teams to influence improvements in the product and drive strategic support initiatives forward
• Collaborate closely with our Workforce and Analytics team to ensure we're staffed effectively to support our rapidly growing user base
• Coach and develop our current and up-and-coming leaders with a focus on leadership skills and career development
• Communicate clear vision and purpose, helping to draw the connection between Direct Support work and our broader org and company goal

Preferred Qualifications

Experience in partnering with and/or helping to manage the relationship with BPO vendors

Benefits

• Health, dental & vision
• Retirement with company contribution
• Parental leave & reproductive or family planning support
• Mental health & wellness benefits
• Generous PTO
• Company recharge days
• A learning & development stipend
• A work from home stipend
• Cell phone reimbursement
• Sales incentive pay for most sales roles and an annual bonus plan for eligible non-sales roles