Manager, Enterprise Support (Singapore)

Singapore, SingaporeOn-site

Responsibilities

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
Collaborate closely with Sales leadership to unblock high-value customers, support complex organization migrations, and guide major account transitions, ensuring continuity and customer satisfaction
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

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.
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
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)
Additionally, if hired you will be required to attend in person onboarding.

4+ years leading high-performing technical support teams in a SaaS environment, with a focus on supporting Enterprise customers •

If you require accommodation, please reach out to accommodations-ext@figma.com .

Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all.
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.
Partner with Support Operations to implement operational improvements that enhance our ability to deliver support at scale
Work with Voice of the Customer, Product, and Engineering teams to surface meaningful insights that drive product and journey improvements
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: •
At Figma we celebrate and support our differences.