At a Glance
- Tasks: Lead and grow the Technical Support team, ensuring top-notch customer experience and technical excellence.
- Company: Join Figma, a creative tech company making design accessible to everyone.
- Benefits: Hybrid work model, career development opportunities, and a supportive team culture.
- Other info: Diverse and inclusive workplace committed to equal opportunities for all.
- Why this job: Shape the future of design collaboration while empowering a talented support team.
- Qualifications: 4+ years in SaaS leadership, with a focus on enterprise customer support.
The predicted salary is between 72000 - 88000 £ per year.
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!
As a leader in our Product Support organization, you'll have the opportunity to lead and grow our Technical Support 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.
What you’ll do at Figma:
- Build and lead the Technical Support 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 Support.
- 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 Support, emphasizing technical depth and career growth.
- Support high-complexity Enterprise escalations, ensuring consistent, high-quality technical outcomes.
We’d love to hear from you if you have:
- Leadership & SaaS Experience: 4+ years leading high-performing technical support teams in a SaaS environment, with a focus on supporting enterprise customers.
- 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.
While it's not required, it's an added plus if you also have:
- Experience using Figma's products.
- Background in developer-facing or API-heavy support environments.
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 anyway. 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.
We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We will work to ensure individuals with disabilities are provided reasonable accommodation to apply for a role, participate in the interview process, perform essential job functions, and receive other benefits and privileges of employment. If you require accommodation, please reach out to us.
These modifications enable an individual with a disability to have an equal opportunity not only to get a job, but successfully perform their job tasks to the same extent as people without disabilities. Examples of accommodations include but are not limited to: 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.
By applying for this job, the candidate acknowledges and agrees that any personal data contained in their application or supporting materials will be processed in accordance with Figma's Candidate Privacy Notice.
Manager, Technical Support (London, United Kingdom) 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 (London, United Kingdom)
✨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 (London, United Kingdom)
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.
