Remote Manager, Product Support (Weekend Shift) Job in United States Figma

Who you are

• Experience building and leading high-performing support teams that support customers with a technical SaaS product
• Experience managing lean weekend coverage teams in situations of ambiguity where certain resources may be unavailable
• Coaching skills and a desire to empower others to do their best work
• A deep understanding of customer and executive escalation management, from the point of entry through final resolution
• Experience in partnering with cross-functional teams such as sales and engineering
• Experience with leveraging data and insights to drive change
• A track record of accomplishment and effectiveness with driving results in a support organization
• Must be able to work a 5-day shift that expands over the weekend (Sat & Sun) from 8am - 5pm EST

Desirables

• A desire and steadfast approach to continuously improve the customer and employee experience
• Tackled problems with an agile and adaptive approach, and thrive in a constantly evolving environment

What the job involves

• Help build and shape the future of our Product Support weekend support
• Craft and create premium experiences for customer base with our Figma products and brand
• Handle customer and executive escalations that arise during the weekend, ensuring swift response time and resolution of issues
• Coach and mentor your team to achieve results with service levels, support quality, and customer satisfaction
• Collaborate with Product Support Operations to ensure we are staffed optimally to support our rapidly growing user base
• Surface insights from our customers to our product, marketing, and engineering teams – influencing and driving improvements in our product
• Develop strong partnerships with Product Support Learning and Performance to ensure our team is supported, ready, and knowledgeable for upcoming feature and product launches
• Help to onboard and train Product Support Specialists, ensuring we deliver quality customer experiences along the way
• Coach team members with a focus on skill building and achieving core metric goals
• Cultivate strong working relationships with the People Team, Learning and Performance, and Operations to craft, deliver, and implement effective organizational change and communication plans
• Partner with the broader ecosystem of Support Leadership to mature the overall department with process improvements and operational efficiencies