Manager, Product Support - Figma Weave (London, United Kingdom or Tel Aviv, Israel)

<div class="content-intro"><p>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!</p></div><div class="section page-centered"> <p>We're building the next chapter of AI-native craft and creativity - where craft and technology meet. Our unified platform bridges the gap between AI capabilities and human creativity, and lets professional creatives and designers harness the power of the world’s leading AI models without losing precision, expression, or soul. Together, we’re building tools that help people move faster without sacrificing quality, precision, or craft — a platform where AI supports creativity instead of flattening it.</p> <p>We’re looking for an experienced support leader who is passionate about developing new teams. If you get energy from building and developing Teams and setting strategic direction, we’d be keen to connect. </p> <p>This role can be held from either our London or Tel Aviv hub on a hybrid basis. </p> <h4><strong>What you’ll do at Figma Weave:</strong></h4> <ul> <li>Build, Lead and develop the Support team, setting a high bar for customer experience, quality, and performance, with a focus on delivering premium customer experiences</li> <li>Manage, coach, and empower the team to meet the KPIs most critical to success, driving clarity, alignment, and accountability</li> <li>Partner with Product Support Operations to recommend and implement operational improvements that enhance our ability to deliver support at scale</li> <li>Collaborate closely with the leadership team to unblock high-value customers, support complex organization migrations, and guide major account transitions, ensuring continuity and customer satisfaction</li> <li>Work with Voice of the Customer, Product, and Engineering teams to surface meaningful insights that drive product and journey improvements</li> <li>Use data and trends to identify opportunities, anticipate risks, maintain queue health, and inform strategic decision-making</li> <li>Implement and refine support methodologies that elevate both the customer experience and team effectiveness</li> <li>Manage high-visibility and executive escalations with clarity and urgency, partnering cross-functionally to drive fast and lasting resolutions</li> </ul> <h4><strong>We'd love to hear from you if you have:</strong></h4> <ul> <li>4+ years leading high-performing support teams, primarily serving enterprise customers in technical SaaS environments; deep expertise in people leadership and building effective, results-driven teams</li> <li>Consistently focused on elevating both the customer and employee experience through continuous improvement</li> <li>Experienced in driving outcomes and leading enterprise support initiatives within fast-paced, hyper-growth organizations</li> <li>Proven ability to partner cross-functionally with Sales and Engineering to advance meaningful customer outcomes</li> <li>Strong hands-on understanding of enterprise technical concepts, including SSO, SCIM, APIs, provisioning/de-provisioning, domain management, and security workflows</li> </ul> <h4><strong>While not required, it’s an added plus if you also have:</strong></h4> <ul> <li>Experience using node-based design products</li> </ul> <div class="section page-centered"> <div> <div>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 b ... (truncated, view full listing at source)