Director, Direct Support

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!

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 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 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

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

While it’s 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.

At Figma we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our product and our community to flourish. Figma is an equal opportunity workplace - we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, veteran status, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We will work to ensure individuals with disabilities are provided reasonable accommodation to apply for a role, participate in the interview process, perform essential job functions, and receive other benefits and privileges of employment. If you require accommodation, please reach out to accommodations-ext@figma.com. These modifications enable an individual with a disability to have an equal opportunity not only to get a job, but successfully perform their job tasks to the same extent as people without disabilities. 

Examples of accommodations include but are not limited to: 

• Holding interviews in an accessible location
• Enabling closed captioning on video conferencing
• Ensuring all written communication be compatible with screen readers
• Changing the mode or format of interviews 

To ensure the integrity of our hiring process and facilitate a more personal connection, we require all candidates keep their cameras on during video interviews. Additionally, if hired you will be required to attend in person onboarding.

By applying for this job, the candidate acknowledges and agrees that any personal data contained in their application or supporting materials will be processed in accordance with Figma's Candidate Privacy Notice.