Manager, Enterprise Support (Singapore)
As a leader in our Enterprise Support organization, you’ll lead a team across Enterprise and Technical Support to ensure we deliver exceptional experiences to our customers. You’ll partner closely with Sales, Product, Engineering, and Support Operations to improve workflows, unlock product insights, and advocate for meaningful system changes. We’re looking for a leader who is passionate about developing people, thrives in complexity, and brings structure and clarity to a fast-paced, agile environment.
This role will be based out of our Singapore hub.
What you’ll do at Figma:
Lead and develop the Enterprise & Technical Support team, setting a high bar for customer experience, quality, and performance, with a focus on coaching to deliver a premium customer experiences
Manage, coach, and empower the team to meet the KPIs most critical to Enterprise success, driving clarity, alignment, and accountability
Partner with Support Operations to implement operational improvements that enhance our ability to deliver support at scale
Collaborate closely with Sales leadership to unblock high-value customers, support complex organization migrations, and guide major account transitions, ensuring continuity and customer satisfaction
Work with Voice of the Customer, Product, and Engineering teams to surface meaningful insights that drive product and journey improvements
Use data and insights from Product Support Analytics to surface trends, improve product quality, and inform strategic decision-making
Support high-complexity Enterprise escalations, ensuring consistent, high-quality technical outcomes by partnership cross-functionally
We'd love to hear from you if you have:
4+ years leading high-performing technical support teams in a SaaS environment, with a focus on supporting Enterprise customers
Experience supporting complex enterprise environments, including workflows related to SSO, SCIM, provisioning, and security
Proven ability to partner with Sales, Product and Engineering to resolve issues and drive improvements, while also being comfortable building new systems and processes from scratch
Deep expertise in people leadership and a passion for developing effective, high-performing teams
While not required, it’s an added plus if you also have:
Experience using Figma's products
Strong background in debugging and technical quality, with the ability to interpret developer documentation and APIs, and familiarity with web technologies (JavaScript/TypeScript, HTML, CSS)
At Figma, one of our values is Grow as you go. We believe in hiring smart, curious people who are excited to learn and develop their skills. If you’re excited about this role but your past experience doesn’t align perfectly with the points outlined in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.