Manager, Enterprise Support (Singapore)

The shape of it

In the posting’s own words

As a leader in our Enterprise Support organization, you’ll lead a team across Enterprise and Technical Support to ensure we deliver exceptional experiences to our customers. You’ll partner closely with Sales, Product, Engineering, and Support Operations to improve workflows, unlock product insights, and advocate for meaningful system changes. We’re looking for a leader who is passionate about developing people, thrives in complexity, and brings structure and clarity to a fast-paced, agile environment.

What it asks for · 4

• 4+ years leading high-performing technical support teams in a SaaS environment, with a focus on supporting Enterprise customers
• Experience supporting complex enterprise environments, including workflows related to SSO, SCIM, provisioning, and security
• Proven ability to partner with Sales, Product and Engineering to resolve issues and drive improvements, while also being comfortable building new systems and processes from scratch
• Deep expertise in people leadership and a passion for developing effective, high-performing teams

Also a plus

• Experience using Figma's products
• Strong background in debugging and technical quality, with the ability to interpret developer documentation and APIs, and familiarity with web technologies (JavaScript/TypeScript, HTML, CSS)

What the job covers

• Lead and develop the Enterprise & Technical Support team, setting a high bar for customer experience, quality, and performance, with a focus on coaching to deliver a premium customer experiences
• Manage, coach, and empower the team to meet the KPIs most critical to Enterprise success, driving clarity, alignment, and accountability
• Partner with Support Operations to implement operational improvements that enhance our ability to deliver support at scale
• Collaborate closely with Sales leadership to unblock high-value customers, support complex organization migrations, and guide major account transitions, ensuring continuity and customer satisfaction
• Work with Voice of the Customer, Product, and Engineering teams to surface meaningful insights that drive product and journey improvements
• Use data and insights from Product Support Analytics to surface trends, improve product quality, and inform strategic decision-making
• Support high-complexity Enterprise escalations, ensuring consistent, high-quality technical outcomes by partnership cross-functionally

Tools and skills named

Words the posting leans on

• support10×
• product9×
• customer7×
• enterprise7×
• experience6×
• deliver3×
• design3×
• engineering3×
• excited3×
• improvements3×
• insights3×
• partner3×
• people3×
• quality3×
• technical support3×
• workflows3×

Counted from the posting after the mission statement and the legal notices are set aside. The ones near the top are the ones a screener is looking for.

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