Manager, Enterprise Support (Singapore)

ABOUT THE ROLE Figma is a leading design and collaboration platform that empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world. As a Manager, Enterprise Support, you will lead a team across Enterprise and Technical Support to ensure exceptional experiences for our customers. You will partner closely with Sales, Product, Engineering, and Support Operations to improve workflows, unlock product insights, and advocate for meaningful system changes. WHAT YOU'LL DO As a leader in our Enterprise Support organization, you will be responsible for leading and developing the Enterprise & Technical Support team, setting a high bar for customer experience, quality, and performance. You will manage, coach, and empower the team to meet the KPIs most critical to Enterprise success, driving clarity, alignment, and accountability. You will also partner with Support Operations to implement operational improvements that enhance our ability to deliver support at scale. Additionally, you will collaborate closely with Sales leadership to unblock high-value customers, support complex organization migrations, and guide major account transitions, ensuring continuity and customer satisfaction. You will work with Voice of the Customer, Product, and Engineering teams to surface meaningful insights that drive product and journey improvements, and use data and insights from Product Support Analytics to surface trends, improve product quality, and inform strategic decision-making. You will also support high-complexity Enterprise escalations, ensuring consistent, high-quality technical outcomes by partnership cross-functionally. WHAT YOU'LL NEED To be successful in this role, you will need 4+ years of experience leading high-performing technical support teams in a SaaS environment, with a focus on supporting Enterprise customers. You will also need experience supporting complex enterprise environments, including workflows related to SSO, SCIM, provisioning, and security. Proven ability to partner with Sales, Product, and Engineering to resolve issues and drive improvements, while also being comfortable building new systems and processes from scratch, is essential. Deep expertise in people leadership and a passion for developing effective, high-performing teams are also required. WHY REMOTE Figma is a global company with a remote-friendly culture, and this role will be based out of our Singapore hub. As a remote employee, you will have the flexibility to work from anywhere in the world and will be part of a team that values collaboration, creativity, and innovation. BENEFITS Figma is an equal opportunity workplace that celebrates and supports our differences. We offer a range of benefits, including a competitive salary, comprehensive health plan, parental leave, education stipend, life insurance, equipment stipend, and flexible schedule. We are also committed to providing reasonable accommodation to individuals with disabilities, and we will work to ensure that individuals with disabilities are provided with equal opportunities to apply for a role, participate in the interview process, perform essential job functions, and receive other benefits and privileges of employment.