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Director Of Scalable Support
Company | Figma |
Address | New York, NY, United States |
Employment type | FULL_TIME |
Salary | |
Category | Design Services |
Expires | 2023-09-16 |
Posted at | 10 months ago |
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, create, test, and ship better designs, together. From great products to long-lasting companies, we believe that nothing great is made alone—come make with us!
- Help to drive forward our localization strategies, ensuring our teams are prepared to scale globally.
- Define, implement, and report on key performance metrics for Scalable Support, surfacing meaningful insights to our broader Product Support organization and cross functional partners.
- Coach and develop our current and up-and-coming leaders with a focus on leadership skills and career development.
- Ensure the team is equipped to handle critical issues and incidents, providing swift customer responses and keeping our internal teams up to speed on progress and issue resolution.
- Build and shape the future of our Scalable Support function, aligning the goals and strategies of our Community and Product Education teams, ensuring we are focused on crafting premium self-service experiences for our customers.
- Improve deflection and customer education through effective self-serve, educational content strategy, and other key initiatives, ensuring that we provide a stellar experience throughout the entire customer journey.
- Partner with Support Operations on strategic direction and implementation of automation tooling (i.e. AI chatbots, Zendesk triggers, etc.) to improve our contact flow and help our customers self-solve with ease.
- Communicate clear vision and purpose, helping to draw the connection between Scalable Support and our broader company goals.
- Deliver quality support on Twitter, our forum, and other community platforms, ensuring our customers experience a responsive and engaging experience.
- Collaborate with cross-functional content teams to drive growth for Figma’s YouTube channel.
- Strong technical capability and written communication skills, with the ability to turn complex ideas into easily understood concepts.
- Experience building high performing help centers and community forums.
- A strong strategic mindset and comfort with navigating ambiguity with the ability to anticipate future trends.
- Familiarity with design processes and tools are a plus!
- A desire and steadfast approach to continuously improve the customer and employee experience.
- A deep understanding of people leadership with a strong passion for building effective teams and developing talent.
- Experience building and leading support initiatives in the constantly evolving growth and excitement of a start-up culture.
- 10+ years of work experience with 4+ years experience leading high-performing support teams and developing leaders across multiple geographical locations.
- How work is changing at Figma
- Investing in Figma: The Decade of Design
- Figma's next product is a multiplayer whiteboard called FigJam
- Software Design Startup Figma Is Now Worth $10 Billion
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