Director, Direct Support (London, United Kingdom)
Posted 7 days 16 hours ago by Figma
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 opportunity to continue developing our customer-facing function in EMEA and APAC, ensuring that we provide an outstanding customer experience every step of the way. We are looking for a senior leader to inspire, lead, and in partnership with our US-based Director, drive the strategy for our global customer support team. You are a builder at heart and are passionate about working cross-functionally with stakeholders, such as Product and Engineering, to help craft the future of our customer-facing teams, advocate for our users, and bubble up key insights to help shape our product. You have a proven track record of inspiring and developing next-level leaders and thrive in an environment where people are empowered to do their best work. This role will report into the VP of Product Support.
This is a full-time role in our London office within a hybrid environment.
What you'll do at Figma:- Build and shape the future of our Customer Support function, ensuring we are focused on crafting premium experiences for our customers.
- Lead a team of Product Support managers who oversee our Direct Support function, including Tier 1, Tier 2, Enterprise and Technical Quality.
- Work closely with Support Operations on refinement of our segmentation model, channel strategy, and tooling.
- Define, implement, and track key performance indicators for our Direct Support teams.
- Surface key customer insights to our Product Operations, Learning & Performance, Quality Assurance, Product, and Engineering teams.
- Collaborate closely with our Workforce and Analytics team to ensure we're staffed effectively.
- Coach and develop our current and up-and-coming leaders with a focus on leadership skills and career development.
- Communicate clear vision and purpose, helping to draw the connection between Direct Support work and our broader org and company goals.
- Experience scaling customer support teams in hyper-growth environments, preferably with a technical SaaS product.
- 10+ years of work experience with 4+ years experience leading high-performing support teams.
- A deep understanding of people leadership with a strong passion for building effective teams.
- Expertise in partnering with marketing, product, and engineering teams.
- Strong analytical skills and are practiced at using and interpreting data.
- Experience in partnering with and/or helping to manage the relationship with BPO vendors.
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.