Manager, Technical Quality (London, United Kingdom)

Figma is growing our team of passionate people on a mission to make design accessible to all. Born on the Web, Figma helps entire product teams brainstorm, design and build better products — from start to finish. Whether it’s consolidating tools, simplifying workflows, or collaborating across teams and time zones, Figma makes the design process faster, more efficient, and fun while keeping everyone on the same page. From great products to long-lasting companies, we believe that nothing great is made alone—come make with us!

As a member of our Product Support Team, you will have the exciting opportunity to lead our Technical Quality team as they support Figma users with technical issues and investigate bug reports. Engaging with our customers requires critical thinking, an investigative approach and impeccable communication skills. In this role, you will focus on motivating and inspiring the team to ensure that we provide an outstanding customer experience every step of the way. You will work cross functionally with key partners such as product and engineering leadership to help evolve our approach to swiftly identifying and resolving bugs.  We are looking for an experienced support leader who is passionate about crafting an environment where our customers and employees are supported to do their best work.

What you'll do at Figma:

• Build and refine processes to triage, troubleshoot, and validate product bugs
• Produce quality bug reports (severity, customer impact, etc) – equipping Product and Engineering with sufficient information to diagnose, prioritize and drive issues to resolution
• Partner with Product and Engineering, ensuring we have a feedback loop with the management of bug fixes
• Surface customer insights to our product and engineering teams – influencing and driving improvements in our product
• Craft and calibrate on bug management workflows and SLA expectations between Engineering and our Product Support team
• Collaborate closely with Engineering and Product to ensure smooth deployment of new and existing product features and releases, while keeping customers and our team in the loop where needed
• Partner with Product Support Analytics to build and share out high-level bug trend reporting
• Mentor team members with a focus on skill building and career development in addition to actively coaching your team to achieve results with our core performance metrics

We'd love to hear from you if you have:

• 2+ years of experience managing customer-facing technical teams and supporting enterprise customers with a SaaS product
• Experience supporting users with technical issues that require knowledge of React, JavaScript / TypeScript, HTML, CSS
• Ability to read developer documents and build a basic code layer (or plugin)
• A deep understanding of people leadership with a strong passion for building effective teams and developing talent
• Tackled problems with an agile and adaptive demeanor, and thrive in a constantly evolving environment

While not required, it’s an added plus if you also have:

• 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

At Figma, one of our values is Grow as you go. We believe in hiring smart, curious people who are excited to learn and develop their skills. If you’re excited about this role but your past experience doesn’t align perfectly with the points outlined in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

At Figma we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our product and our community to flourish. Figma is an equal opportunity workplace - we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, veteran status, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We will work to ensure individuals with disabilities are provided reasonable accommodation to apply for a role, participate in the interview process, perform essential job functions, and receive other benefits and privileges of employment. If you require accommodation, please reach out to accommodations-ext@figma.com. These modifications enable an individual with a disability to have an equal opportunity not only to get a job, but successfully perform their job tasks to the same extent as people without disabilities. 

Examples of accommodations include but are not limited to: 

• 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.

By applying for this job, the candidate acknowledges and agrees that any personal data contained in their application or supporting materials will be processed in accordance with Figma's Candidate Privacy Notice.