Manager, Customer Support Quality

Figma
New York, CA
Job Description
Figma is seeking a Manager of Customer Support Quality to lead the transition from manual QA to an automated and AI-powered system. This role will focus on enhancing QA strategy, scaling processes, and ensuring high-quality customer experiences. The ideal candidate will be a hands-on leader with experience building and managing a QA team.

Requirements

  • 5+ years of experience building and scaling QA programs within Support
  • Experience leading QA across multiple channels (Direct, BPO, AI)
  • Familiarity with QA tooling and Quality Management Systems (e.g. MaestroQA)
  • Strong cross-functional collaboration and stakeholder management skills

Benefits

  • health
  • dental & vision
  • retirement with company contribution
  • parental leave & reproductive or family planning support
  • mental health & wellness benefits
  • generous PTO
  • company recharge days
  • learning & development stipend
  • work from home stipend
  • cell phone reimbursement
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