As the Director, Customer Education and Community Support, you’ll have the opportunity to bring together and lead two important and impactful pillars of our support organization. On the Community side, you’ll help lead and grow our one-to-many support platforms (Twitter, Support Forum, etc.) and moderation strategy, creating a safe and engaging space for our customers to ask questions, share feedback, and learn from each other. On the Customer Education side, you’ll help develop and support our self-service efforts (Help Center, YouTube tutorials, etc.), creating high-quality resources that help customers find quick solutions and teach learners about Figma, design, development, and more.
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:
Communicate clear vision and purpose, helping to draw the connection between Customer Education and Community Support with our broader company goals.
Build and shape the future of our Customer Education and Community Support function, aligning the goals and strategies of both 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.
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.
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.
Coach and develop our current and up-and-coming leaders with a focus on leadership skills and career development.
Collaborate with cross-functional content teams to drive growth for Figma’s YouTube channel.
Deliver quality support on Twitter, our forum, and other community platforms, ensuring our customers experience a responsive and engaging experience.
We'd love to hear from you if you have:
10+ years of work experience with 4+ years experience leading high-performing support teams and developing leaders across multiple geographical locations.
2+ years of experience as a second-line manager
Experience building high-performing help centers and community forums
Experience developing KPIs, with an eye towards continuously improving the customer experience
While it’s not required, it’s an added plus if you also have:
Experience operating in a fast-paced, rapidly changing environment
Familiarity with design processes and tools
Strong technical capability and written communication skills, and a proven ability to turn complex ideas into easily understood concepts.
A demonstrated understanding of people leadership with a strong passion for building effective teams and developing talent.
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.
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