Product Support Manager

3 weeks ago


Seattle, Washington, United States Figma Full time
About Figma

Figma is a design and development platform that empowers teams to create, collaborate, and deliver innovative products. Our mission is to make design accessible to everyone, and we're looking for a talented Product Support Manager to join our team.

Job Summary

We're seeking an experienced Product Support Manager to lead our weekend support team. As a key member of our Support Operations team, you'll be responsible for ensuring our customers receive exceptional support and service. You'll work closely with our cross-functional teams to identify and resolve customer issues, develop and implement support processes, and drive continuous improvement.

Key Responsibilities
  • Lead and manage our weekend support team to deliver exceptional customer service and support
  • Develop and implement support processes and procedures to ensure efficient and effective issue resolution
  • Collaborate with cross-functional teams to identify and resolve customer issues and improve overall customer experience
  • Develop and maintain relationships with key stakeholders, including customers, sales, and product teams
  • Monitor and analyze customer feedback and support metrics to identify areas for improvement
  • Develop and implement training programs to ensure support team members have the necessary skills and knowledge to provide exceptional customer service
Requirements
  • 3+ years of experience in a support or customer-facing role, with a focus on technical support
  • Proven track record of leading and managing high-performing teams
  • Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams
  • Strong analytical and problem-solving skills, with the ability to identify and resolve complex customer issues
  • Experience with support ticketing systems and customer relationship management tools
What We Offer

Figma offers a competitive salary and benefits package, as well as opportunities for professional growth and development. We're committed to creating a diverse and inclusive work environment, and we welcome applications from candidates from all backgrounds.



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