As a member of our Product Support Team, you will be responsible for creating an environment where our global support team is set up to provide great experiences to our Figma users at scale. In this role, you will help the Product Support team define our goals, shape strategic direction, and provide deep analytic support to keep our leadership team up to speed on the pulse of the business and market, helping the team to realize opportunities and build upon our strengths. In addition, you will lead our workforce function, ensuring we are appropriately staffed to support our rapidly growing user base and global Product Support team. We’re looking for a team player who is excited to jump into a startup environment where we continue to innovate and grow at a rapid pace. Our ideal candidate is passionate about support, problem solving, and critical thinking. They have experience building operations functions, and don’t shy away from taking principled risks.

This is a full time role that can be held from one of our US hubs or remotely in the United States.

What you’ll do at Figma:

• Continue to build our Product Support Strategic, Analytic and Workforce functions – including, but not limited to program and service delivery, KPIs, reporting, and forecasting
• Build a baseline of data infrastructure and develop the strategy for the data analytics function, maturing our ability to measure product and customer experience data
• Work in partnership with Product Support leadership to define and implement our channel and segmentation strategies, as well as KPIs and success measurements for Direct Support, Community Support, Product Education, and our Learning and Performance teams
• Develop and maintain global Product Support dashboards that report on adherence to KPIs and surface concrete trends and insights
• Drive continuous improvements with support initiatives that are focused on improving efficiency and quality – while digging in and working side by side with the team
• Create an informed forecast and capacity model to manage our workforce, and ensure we are resourced appropriately and available to meet our customers’ needs
• Use data to communicate the customer experience and provide qualitative analysis and high-level strategic recommendations to our leadership team and cross-functional partners
• Continue to evolve our Product Support Program Management functions, ensuring we are driving prioritization and work streams for our high-impact initiatives
• Build relationships with cross-functional partners, such as product and engineering, to create deeper alignment with critical initiatives and company roadmap 
• Oversee vendor service performance for data, tooling, and workforce initiatives
• Coach and mentor team members with a focus on skill building and career development