Director, Direct Support

As a member of our Product Support Team, you will have the opportunity to continue developing our customer facing function in North America, ensuring that we provide an outstanding customer experience every step of the way. We are looking for a senior leader to inspire, lead, and in partnership with our EMEA Director, drive the strategy for our global customer support team. You are a builder at heart and are passionate about working cross functionally with stakeholders, such as Product and Engineering, to help craft the future of our customer facing teams, advocate for our users, and bubble-up key insights to help shape our product. You have a proven track record of inspiring and developing next-level leaders and thrive in an environment where people are empowered to do their best work. This role will report into the VP of Product Support.

This is a full time role that can be held from one of our US hubs or remotely in the United States.

What you'll do at Figma:

• Build and shape the future of our Direct Support function, ensuring we are focused on crafting premium experiences for our customers, creating a wide and dedicated customer base with our Figma products and brand
• Lead a team of Product Support managers who oversee our Direct Support function, including Tier 1, Tier 2, Enterprise and Technical Quality, ensuring that we provide a stellar experience throughout the entire customer journey
• Work closely with Product Support Operations on refinement of our segmentation model, channel strategy, and tooling to ensure we are scaling effectively and optimizing processes along the way
• Define, implement, and track key performance indicators for our Direct Support teams with a focus on driving results, improving efficiency and creating quality experiences
• Surface key customer insights to our Product Operations, Learning & Performance, Quality Assurance, Product, and Engineering teams to influence improvements in the product and drive strategic support initiatives forward
• Collaborate closely with our Workforce and Analytics team to ensure we're staffed effectively to support our rapidly growing user base
• Coach and develop our current and up-and-coming leaders with a focus on leadership skills and career development
• Communicate clear vision and purpose, helping to draw the connection between Direct Support work and our broader org and company goal

We'd love to hear from you if you have:

• Experience scaling customer support teams in hyper-growth environments, preferably with a technical SaaS product
• 10+ years of work experience with 4+ years experience leading high-performing support teams and managing leaders across multiple geographical locations
• A deep understanding of people leadership with a strong passion for building effective teams and developing talent
• Expertise in partnering with marketing, product, and engineering teams to improve process and influence roadmaps
• Strong analytical skills and are practiced at using and interpreting data to inform strategic direction
• Experience leading impactful projects from conception to execution, with the ability to contribute to both high-level strategic planning and smaller operational initiatives
• Ability to proactively anticipate risks, challenges, and opportunities, developing forward-thinking strategies to address them and ensure long-term success
• Familiarity and comfort navigating CRMs, preferably Zendesk

While not required, it's an added plus if you also have:

• Experience in partnering with and/or helping to manage the relationship with BPO vendors

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 be just the right candidate for this or other roles.