Enterprise Support Manager

About the role

Figma is seeking an Enterprise Support Manager to lead its Enterprise & Technical Support team in Singapore. The role combines people leadership with cross‑functional partnership to deliver premium support experiences for high‑value customers.

Key responsibilities

• Lead, coach and develop a high‑performing Enterprise & Technical Support team, setting standards for customer experience, quality and performance.
• Own key performance indicators for enterprise success, driving clarity, alignment and accountability across the team.
• Partner with Support Operations to design and implement scalable support processes.
• Collaborate with Sales leadership to unblock high‑value customers, manage complex migrations and ensure smooth account transitions.
• Work with Voice of the Customer, Product and Engineering to surface insights that inform product and journey improvements.
• Analyze support analytics to identify trends, improve product quality and guide strategic decisions.
• Handle high‑complexity enterprise escalations, delivering consistent technical outcomes through cross‑functional collaboration.

Required profile

• 4+ years of experience leading technical support teams in a SaaS environment, serving enterprise customers.
• Proven ability to partner with Sales, Product and Engineering to resolve issues and drive process improvements.
• Strong people‑leadership skills with a passion for developing high‑performing teams.

Required skills

• Experience with enterprise authentication and provisioning technologies such as SSO and SCIM.
• Understanding of security and provisioning workflows.
• Ability to read and interpret developer documentation and APIs.
• Familiarity with web technologies: JavaScript, TypeScript, HTML and CSS.