Director, Direct Support (London, United Kingdom)

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 its 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 alonecome make with us!As a member of our Product Support Team, you will have the opportunity to continue developing our customer facing function in EMEA and APAC, 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 US based 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 in our London office within a hybrid environment.
What you'll do at Figma:

Build and shape the future of our Customer 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 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 goals

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

While its not required, its an added plus if you also have:

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