Manager, Product Support - Figma Weave

• Build, Lead and develop the Support team, setting a high bar for customer experience, quality, and performance, with a focus on delivering premium customer experiences
• Manage, coach, and empower the team to meet the KPIs most critical to success, driving clarity, alignment, and accountability
• Partner with Product Support Operations to recommend and implement operational improvements that enhance our ability to deliver support at scale
• Collaborate closely with the leadership team 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 trends to identify opportunities, anticipate risks, maintain queue health, and inform strategic decision-making
• Implement and refine support methodologies that elevate both the customer experience and team effectiveness
• Manage high-visibility and executive escalations with clarity and urgency, partnering cross-functionally to drive fast and lasting resolutions

• 4+ years leading high-performing support teams, primarily serving enterprise customers in technical SaaS environments
• deep expertise in people leadership and building effective, results-driven teams
• consistently focused on elevating both the customer and employee experience through continuous improvement
• experienced in driving outcomes and leading enterprise support initiatives within fast-paced, hyper-growth organizations
• proven ability to partner cross-functionally with Sales and Engineering to advance meaningful customer outcomes
• strong hands-on understanding of enterprise technical concepts, including SSO, SCIM, APIs, provisioning/de-provisioning, domain management, and security workflows

Experience using node-based design products