Role at a glance
- Salary
- Not Disclosed
- Location
- Singapore - Singapore Singapore - Singapore - North
- Work arrangement
- On-site
- Employment
- Full-time
- Experience
- 4+ years leading high-performing technical support teams in a SaaS environment
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Role Summary
This role leads Figma’s Enterprise and Technical Support team from the Singapore hub, partnering with Sales, Product, Engineering, Support Operations, Voice of the Customer, and Product Support Analytics. The role focuses on delivering premium enterprise customer experiences, improving support workflows, surfacing product insights, and supporting complex escalations and account transitions.
What You'll Do
- Lead and develop the Enterprise & Technical Support team, setting standards for customer experience, quality, and performance
- Manage, coach, and empower the team to meet KPIs critical to Enterprise success
- Partner with Support Operations to implement operational improvements for support at scale
- Collaborate with Sales leadership on high-value customers, complex organization migrations, and major account transitions
- Work with Voice of the Customer, Product, and Engineering teams to surface insights that drive product and journey improvements
- Use Product Support Analytics to surface trends, improve product quality, and inform strategic decision-making
Generated from the employer's posting. Verify important details before applying.
View full postingQualifications
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; deep expertise in people leadership and a passion for developing effective, high-performing teams.
Required
- 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
- Comfortable building new systems and processes from scratch
- Deep expertise in people leadership and a passion for developing effective, high-performing teams
Preferred
- Experience using Figma's products
- Strong background in debugging and technical quality
- Ability to interpret developer documentation and APIs
- Familiarity with web technologies (JavaScript/TypeScript, HTML, CSS)
Original job description
Content provided by the employer
Original job description
Content provided by the employer
Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all. Figma’s platform helps teams bring ideas to life—whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI. From idea to product, Figma empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world. If you're excited to shape the future of design and collaboration, join us!
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.
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 [email protected]. 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
To ensure the integrity of our hiring process and facilitate a more personal connection, we require all candidates keep their cameras on during video interviews. Additionally, if hired you will be required to attend in person onboarding.
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 Figma's Candidate Privacy Notice.
About the company
Figma
Large Enterprise
Figma is a collaborative interface design tool that enables teams to create, prototype, and iterate on design projects in real-time. Founded in 2012, the company has transformed the design workflow by allowing multiple users to work simultaneously on a cloud-based platform, facilitating seamless communication and teamwork. With features like vector graphics editing, prototyping, and design systems management, Figma is widely adopted by designers and product teams across various industries, making it a key player in modern design practices.
Figma is a collaborative interface design tool that enables teams to create, prototype, and iterate on design projects in real-time. Founded in 2012, the company has transformed the design workflow by allowing multiple users to work simultaneously on a cloud-based platform, facilitating seamless communication and teamwork. With features like vector graphics editing, prototyping, and design systems management, Figma is widely adopted by designers and product teams across various industries, making it a key player in modern design practices.