Manager, Enterprise Support (SaaS)

TL;DR

Manager, Enterprise Support (SaaS): Leading and developing the Enterprise & Technical Support team to ensure exceptional customer experiences with an accent on coaching, operational excellence, and cross-functional collaboration. Focus on driving KPIs, unblocking high-value enterprise customers, and partnering with Product and Engineering to improve system quality and workflows.

Location: Must be based in Singapore

Company

Figma is a collaborative design platform that empowers teams to streamline workflows and build products together in real time.

What you will do

• Lead and develop the Enterprise & Technical Support team, setting high standards for customer experience and performance.
• Manage and coach the team to meet critical KPIs, ensuring alignment and accountability.
• Partner with Support Operations to implement scalable operational improvements.
• Collaborate with Sales leadership to unblock high-value customers and guide complex account transitions.
• Work with Product and Engineering teams to surface insights that drive product and journey improvements.
• Support high-complexity Enterprise escalations to ensure consistent technical outcomes.

Requirements

• 4+ years of experience leading high-performing technical support teams in a SaaS environment.
• Experience supporting Enterprise customers and complex environments including SSO, SCIM, provisioning, and security.
• Proven ability to partner with Sales, Product, and Engineering to resolve issues and build new processes.
• Deep expertise in people leadership and team development.
• Must be based out of the Singapore hub.

Nice to have

• Experience using Figma products.
• Background in debugging and technical quality, including familiarity with APIs and web technologies like JavaScript, TypeScript, HTML, and CSS.

Culture & Benefits

• Commitment to an inclusive and diverse workplace with equal employment opportunities.
• Support for reasonable accommodations for individuals with disabilities.
• Collaborative environment focused on innovation and design accessibility.

Hiring process

• Video interviews require candidates to keep cameras on.
• In-person onboarding is required upon hire.