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Manager, Product Support (Weekend Shift) (United States)

Figma

Figma

Product, Customer Service
New York, NY, USA · San Francisco, CA, USA · Seattle, WA, USA · Seattle, WA, USA · United States · San Francisco, CA, USA · Remote
Posted on Friday, June 7, 2024

Figma is growing our team of passionate people on a mission to make design accessible to all. Born on the Web, Figma helps entire product teams brainstorm, design and build better products — from start to finish. Whether it’s consolidating tools, simplifying workflows, or collaborating across teams and time zones, Figma makes the design process faster, more efficient, and fun while keeping everyone on the same page. From great products to long-lasting companies, we believe that nothing great is made alone—come make with us!

As a member of our Product Support Team, you will have the exciting opportunity to be our first dedicated weekend support manager. Engaging with our customers requires critical thinking, an investigative approach and impeccable communication skills. In this role, you will focus on motivating and inspiring the team to ensure that we provide an outstanding customer experience every step of the way. You will work cross functionally with key partners such as enablement, sales, product, and engineering leadership to help grow our support center of excellence. We are looking for an experienced support leader who is passionate about crafting an environment where our customers and employees are supported to do their best work.

What you’ll do at Figma:

  • Help build and shape the future of our Product Support weekend support
  • Craft and create premium experiences for customer base with our Figma products and brand
  • Handle customer and executive escalations that arise during the weekend, ensuring swift response time and resolution of issues
  • Coach and mentor your team to achieve results with service levels, support quality, and customer satisfaction
  • Collaborate with Product Support Operations to ensure we are staffed optimally to support our rapidly growing user base
  • Surface insights from our customers to our product, marketing, and engineering teams – influencing and driving improvements in our product
  • Develop strong partnerships with Product Support Learning and Performance to ensure our team is supported, ready, and knowledgeable for upcoming feature and product launches
  • Help to onboard and train Product Support Specialists, ensuring we deliver quality customer experiences along the way
  • Coach team members with a focus on skill building and achieving core metric goals
  • Cultivate strong working relationships with the People Team, Learning and Performance, and Operations to craft, deliver, and implement effective organizational change and communication plans
  • Partner with the broader ecosystem of Support Leadership to mature the overall department with process improvements and operational efficiencies

We'd love to hear from you if you have:

  • Experience building and leading high-performing support teams that support customers with a technical SaaS product
  • Experience managing lean weekend coverage teams in situations of ambiguity where certain resources may be unavailable
  • Coaching skills and a desire to empower others to do their best work
  • A deep understanding of customer and executive escalation management, from the point of entry through final resolution
  • Experience in partnering with cross-functional teams such as sales and engineering
  • Experience with leveraging data and insights to drive change
  • A track record of accomplishment and effectiveness with driving results in a support organization
  • Must be able to work a 5-day shift that expands over the weekend (Sat & Sun) from 8am - 5pm EST.

While not required, it’s an added plus if you also have:

  • A desire and steadfast approach to continuously improve the customer and employee experience
  • Tackled problems with an agile and adaptive approach, and thrive in a constantly evolving environment
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.

Pay Transparency Disclosure

If based in Figma’s San Francisco or New York hub offices, this role has the annual base salary range stated below.

Job level and actual compensation will be decided based on factors including, but not limited to, individual qualifications objectively assessed during the interview process (including skills and prior relevant experience, potential impact, and scope of role), market demands, and specific work location. The listed range is a guideline, and the range for this role may be modified. For roles that are available to be filled remotely, the pay range is localized according to employee work location by a factor of between 80% and 100% of range. Please discuss your specific work location with your recruiter for more information.

Figma offers equity to employees, as well a competitive package of additional benefits, including 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, and cell phone reimbursement. Figma also offers sales incentive pay for most sales roles. Figma’s compensation and benefits are subject to change and may be modified in the future. You may view our Pay Transparency Policy by clicking on the corresponding link.

Annual Base Salary Range (SF/NY Hub):
$136,000$238,000 USD

At Figma we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our product and our community to flourish. Figma is an equal opportunity workplace - we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, veteran status, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We will work to ensure individuals with disabilities are provided reasonable accommodation to apply for a role, participate in the interview process, perform essential job functions, and receive other benefits and privileges of employment. If you require accommodation, please reach out to accommodations-ext@figma.com. These modifications enable an individual with a disability to have an equal opportunity not only to get a job, but successfully perform their job tasks to the same extent as people without disabilities.

Examples of accommodations include but are not limited to:

  • Holding interviews in an accessible location
  • Enabling closed captioning on video conferencing
  • Ensuring all written communication be compatible with screen readers
  • Changing the mode or format of interviews

By applying for this job, the candidate acknowledges and agrees that any personal data contained in their application or supporting materials will be processed in accordance with the applicable candidate section of Figma's Privacy Policy.