Manager, Product Support (Weekend Shift) (United States)
Company: Figma
Location: San Francisco
Posted on: October 4, 2024
Job Description:
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 exciting opportunity to be our first dedicated
weekend support manager. Engaging with our customers requires
critical thinking, an investigative approach, and impeccable
communication skills. In this role, you will focus on motivating
and inspiring the team to ensure that we provide an outstanding
customer experience every step of the way. You will work
cross-functionally with key partners such as enablement, sales,
product, and engineering leadership to help grow our support center
of excellence. We are looking for an experienced support leader who
is passionate about crafting an environment where our customers and
employees are supported to do their best work.What you'll do at
Figma:
- Help build and shape the future of our Product Support weekend
support
- Craft and create premium experiences for customer base with our
Figma products and brand
- Handle customer and executive escalations that arise during the
weekend, ensuring swift response time and resolution of issues
- Coach and mentor your team to achieve results with service
levels, support quality, and customer satisfaction
- Collaborate with Product Support Operations to ensure we are
staffed optimally to support our rapidly growing user base
- Surface insights from our customers to our product, marketing,
and engineering teams - influencing and driving improvements in our
product
- Develop strong partnerships with Product Support Learning and
Performance to ensure our team is supported, ready, and
knowledgeable for upcoming feature and product launches
- Help to onboard and train Product Support Specialists, ensuring
we deliver quality customer experiences along the way
- Coach team members with a focus on skill building and achieving
core metric goals
- Cultivate strong working relationships with the People Team,
Learning and Performance, and Operations to craft, deliver, and
implement effective organizational change and communication
plans
- Partner with the broader ecosystem of Support Leadership to
mature the overall department with process improvements and
operational efficienciesWe'd love to hear from you if you have:
- Experience building and leading high-performing support teams
that support customers with a technical SaaS product
- Experience managing lean weekend coverage teams in situations
of ambiguity where certain resources may be unavailable
- Coaching skills and a desire to empower others to do their best
work
- A deep understanding of customer and executive escalation
management, from the point of entry through final resolution
- Experience in partnering with cross-functional teams such as
sales and engineering
- Experience with leveraging data and insights to drive
change
- A track record of accomplishment and effectiveness with driving
results in a support organization
- Must be able to work a 5-day shift that expands over the
weekend (Sat & Sun) from 8am - 5pm EST.While not required, it's an
added plus if you also have:
- A desire and steadfast approach to continuously improve the
customer and employee experience
- Tackled problems with an agile and adaptive approach, and
thrive in a constantly evolving environmentAt 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.Pay Transparency DisclosureIf based in
Figma's San Francisco or New York hub offices, this role has the
annual base salary range stated below.Job level and actual
compensation will be decided based on factors including, but not
limited to, individual qualifications objectively assessed during
the interview process (including skills and prior relevant
experience, potential impact, and scope of role), market demands,
and specific work location. The listed range is a guideline, and
the range for this role may be modified. For roles that are
available to be filled remotely, the pay range is localized
according to employee work location by a factor of between 80% and
100% of range. Please discuss your specific work location with your
recruiter for more information.Annual Base Salary Range (SF/NY
Hub):$136,000 - $238,000 USDAt 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 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
accommodations-ext@figma.com. 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.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 the applicable candidate section of Figma's Privacy
Policy.
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Keywords: Figma, San Mateo , Manager, Product Support (Weekend Shift) (United States), Hospitality & Tourism , San Francisco, California
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