Manager, Product Support (Weekend Shift)

Figma - Seattle, WA

Full-time - Manager

Remote - Seattle, WA

Professional, Scientific, and Technical Services

About the position

As the first dedicated weekend support manager at Figma, you will lead the Product Support Team in providing exceptional customer service during weekend shifts. This role involves engaging with customers, managing escalations, and collaborating with various teams to enhance the support experience. You will be responsible for coaching and mentoring your team, ensuring optimal staffing, and driving improvements based on customer insights.

Responsibilities

• 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.

Requirements

• 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.

Nice-to-haves

• 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.

Benefits

• Health, dental & vision insurance
• Retirement with company contribution
• Parental leave & reproductive or family planning support
• Mental health & wellness benefits
• Generous PTO
• Company recharge days
• Learning & development stipend
• Work from home stipend
• Cell phone reimbursement
• Equity options for employees