At a Glance
- Tasks: Lead and grow the Technical Quality team, resolving complex product issues at scale.
- Company: Join a dynamic tech company focused on making design accessible to all.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional development.
- Other info: Collaborative environment with a focus on career growth and innovation.
- Why this job: Shape the future of design while empowering a high-performing team.
- Qualifications: 4+ years in technical support leadership, strong debugging skills, and SaaS experience.
The predicted salary is between 72000 - 88000 £ per year.
As a leader in our Product Support organization, you'll have the opportunity to lead and grow our Technical Quality team for EMEA, ensuring we effectively identify, investigate, and resolve complex product issues at scale.
You'll continue to shape this function - setting strategy, hiring and developing high-performing talent, defining how we partner with Product and Engineering, and building the systems needed to improve product quality for our customers, including our most strategic Enterprise users.
You'll partner closely with Product, Engineering, Support Operations, and Enterprise Support to strengthen feedback loops, improve workflows, and drive meaningful product improvements.
This role requires balancing technical depth, customer experience, and operational excellence.
We're looking for a leader who is passionate about developing people, thrives in complexity, and brings structure and clarity to a high-growth, evolving environment.
This role will be hybrid from our London Hub.
- Build and lead the Technical Quality function in EMEA, setting a high bar for technical excellence and customer experience
- As a builder and coach, you'll lead and empower the team to meet KPIs across Technical Quality
- Partner with Product Support Operations to design and implement scalable processes for bug triage, investigation, and resolution
- Collaborate closely with our engineering partners to ensure high-quality bug reporting and strong feedback loops
- Use data and insights from Product Support Analytics to surface trends, improve product quality, and inform strategic decision-making
- Coach and develop team members across Enterprise and Technical Quality, emphasizing technical depth and career growth
- Support high-complexity Enterprise escalations, ensuring consistent, high-quality technical outcomes, 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.
- Leadership & Saa S Experience: 4+ years leading high-performing technical support teams in a Saa S environment, with a focus on supporting enterprise customers.
- Technical & Debugging
Acumen: Strong background in debugging and technical quality, with the ability to interpret developer documentation and APIs, and working knowledge of web technologies (Java Script/Type Script, HTML, CSS).
- Enterprise Support Expertise: Experience supporting complex enterprise environments, including workflows related to SSO, SCIM, provisioning, and security.
- Cross-functional Collaboration & Scaling: Proven ability to partner with cross-functional partners to resolve issues and drive improvements, while also being comfortable building new systems and processes from scratch.
- People Management & Development: Deep expertise in people leadership and a passion for developing effective, high-performing teams., Experience using Figma's products
- Background in developer-facing or API-heavy support environments
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!
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Manager, Technical Support in City of Westminster employer: Figma, Inc.
Figma is an exceptional employer that fosters a collaborative and innovative work culture, where Solutions Consultants play a pivotal role in transforming customer experiences through our platform. With a strong emphasis on employee growth, we offer continuous learning opportunities and the chance to work alongside talented Figmates in a supportive environment. Located in a vibrant area, our office promotes accessibility and inclusivity, ensuring that all team members can thrive while contributing to our mission of making design accessible to everyone.
StudySmarter Expert Advice🤫
We think this is how you could land Manager, Technical Support in City of Westminster
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Figma, Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Figma, Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Manager, Technical Support in City of Westminster
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Figma, Inc.:Your cover letter is your chance to shine! Tell us why you want to work at Figma, Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Figma, Inc.!
How to prepare for a job interview at Figma, Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
