Manager, Enterprise Support (London, United Kingdom)

Figma, Inc.; City of Westminster; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading design collaboration platform in the United Kingdom is seeking a passionate leader to join its Enterprise Support team. You will be responsible for developing and managing a team to ensure exceptional customer experiences, while partnering with Sales and Engineering to implement operational improvements. The ideal candidate will bring over 4 years of experience in support leadership within a technical SaaS environment, focusing on continuous improvement and outcomes for enterprise customers. A hybrid work model is offered.

Qualifications

• 4+ years leading support teams in technical SaaS environments.
• Experience in customer and employee experience improvement.
• Proven ability to drive outcomes in fast-paced organizations.

Responsibilities

• Lead the Enterprise Support team to improve customer experience.
• Manage and coach the team to meet critical KPIs.
• Collaborate with Sales and Product Operations for operational improvements.

Skills

Leading high-performing support teams

Elevating customer and employee experience

Driving enterprise support initiatives

Partnering with Sales and Engineering

Understanding of enterprise technical concepts

Tools

Figma’s products

Job description

This role can be held from our London hub on a hybrid basis.

What you’ll do at Figma

• Lead and develop the Enterprise Support team, setting a high bar for customer experience, quality, and performance, with a focus on delivering premium customer experiences
• Manage, coach, and empower the team to meet the KPIs most critical to Enterprise success, driving clarity, alignment, and accountability
• Partner with Product Support Operations to recommend and implement operational improvements that enhance our ability to deliver support at scale
• Collaborate closely with Sales leadership to unblock high-value customers, support complex organization migrations, and guide major account transitions, ensuring continuity and customer satisfaction
• Work with Voice of the Customer, Product, and Engineering teams to surface meaningful insights that drive product and journey improvements
• Use data and trends to identify opportunities, anticipate risks, maintain queue health, and inform strategic decision-making
• Coach and develop Enterprise Specialists, with an emphasis on skill-building, performance, and career growth
• Implement and refine support methodologies that elevate both the customer experience and team effectiveness
• Manage high‑visibility and executive escalations with clarity and urgency, partnering cross‑functionally to drive fast and lasting resolutions, 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.

Qualifications

• 4+ years leading high‑performing support teams, primarily serving enterprise customers in technical SaaS environments; deep expertise in people leadership and building effective, results‑driven teams
• Consistently focused on elevating both the customer and employee experience through continuous improvement
• Experienced in driving outcomes and leading enterprise support initiatives within fast‑paced, hyper‑growth organizations
• Proven ability to partner cross‑functionally with Sales and Engineering to advance meaningful customer outcomes
• Strong hands‑on understanding of enterprise technical concepts, including SSO, SCIM, APIs, provisioning/de‑provisioning, domain management, and security workflows

Preferred skills

• Experience using Figma’s products

About Figma

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!

Role Summary

As a leader in our Enterprise Support organization, you’ll lead a Team to ensure we deliver exceptional experiences to our customers. You’ll partner closely with Sales, Product, Engineering, and Support Operations to improve workflows, unlock product insights, and advocate for meaningful system changes. We’re looking for a leader who is passionate about developing people, thrives in complexity, and brings structure and clarity to a fast‑paced, agile environment.