Figma
Overview
Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all. Figma's platform helps teams bring ideas to life—whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI. From idea to product, Figma empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world. If you're excited to shape the future of design and collaboration, join us! We’re looking for a Manager of Customer Support Quality to reimagine and scale how QA is done in Product Support, leading the transition from a traditional, manual QA program to one powered by automation and AI. You’ll partner with cross-functional teams, evolve our QA score and calibration approach, and help Specialists and Managers consistently deliver high-quality customer experiences. Responsibilities
Lead and develop a team of QA Specialists that provide quality oversight across Direct Support, BPO, and AI-assisted support experiences Build an AI-powered quality framework that makes QA more scalable, efficient, and actionable across support channels Own and evolve the QA strategy, including scorecards, calibration processes, quality standards, and tooling Design and implement scalable QA systems that surface actionable trends, close performance gaps, and drive measurable improvements across the support experience Drive the launch, change management, and adoption of MaestroQA and QA scoring methodology across Product Support Build enablement materials and playbooks to help Managers use QA insights and data for Specialist development Partner cross-functionally with Product Support leaders to ensure QA strategies are aligned with broader Figma goals Qualifications
5+ years of experience building and scaling QA programs within Support, including scorecard design, calibration, and coaching Experience leading QA across multiple channels (Direct, BPO, AI), including oversight of AI-assisted support interactions Familiarity with QA tooling and Quality Management Systems (e.g. MaestroQA), and using automation to scale QA A track record of turning QA insights into measurable performance improvements Strong cross-functional collaboration and stakeholder management skills, with a clear and direct communication style Nice to have
Experience using Figma Design and other Figma tools Experience implementing Auto QA or using AI tools to scale quality assurance Strong documentation and enablement skills, including building playbooks, scorecard guides, and internal QA resources Technical fluency and experience building dashboards or reporting in partnership with Analytics to surface actionable quality trends Familiarity with BPO operations and applying QA frameworks across internal and outsourced teams Pay, Benefits, and Equal Opportunity
Pay Transparency Disclosure: If based in Figma\'s San Francisco or New York hub offices, this role has the annual base salary range stated below. Job level and actual compensation will be decided based on factors including qualifications, market demands, and work location. The listed range is a guideline and may be modified. For roles available remotely, the pay range is localized according to employee work location by a factor of 80% to 100% of range. Please discuss your work location with your recruiter for more information. Annual Base Salary Range (SF/NY Hub): $164,000 — $260,000 USD Figma offers equity to employees, plus a competitive package of benefits, including health, dental & vision, retirement with company contribution, parental leave & family planning support, mental health & wellness benefits, generous PTO, work-from-home stipend, learning & development stipend, and cell phone reimbursement. Compensation and benefits are subject to change and may be modified in the future. At Figma we celebrate and support our differences. We are an equal opportunity workplace and consider qualified applicants 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 provide reasonable accommodations to applicants with disabilities. If you require accommodations, please contact accommodations-ext@figma.com. Examples include holding interviews in accessible locations, closed captioning on video conferencing, screen-reader compatible written communication, or alternative interview formats. If hired, you may be required to attend in-person onboarding. By applying for this job, you acknowledge that your personal data will be processed in accordance with Figma\'s Candidate Privacy Notice.
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Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all. Figma's platform helps teams bring ideas to life—whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI. From idea to product, Figma empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world. If you're excited to shape the future of design and collaboration, join us! We’re looking for a Manager of Customer Support Quality to reimagine and scale how QA is done in Product Support, leading the transition from a traditional, manual QA program to one powered by automation and AI. You’ll partner with cross-functional teams, evolve our QA score and calibration approach, and help Specialists and Managers consistently deliver high-quality customer experiences. Responsibilities
Lead and develop a team of QA Specialists that provide quality oversight across Direct Support, BPO, and AI-assisted support experiences Build an AI-powered quality framework that makes QA more scalable, efficient, and actionable across support channels Own and evolve the QA strategy, including scorecards, calibration processes, quality standards, and tooling Design and implement scalable QA systems that surface actionable trends, close performance gaps, and drive measurable improvements across the support experience Drive the launch, change management, and adoption of MaestroQA and QA scoring methodology across Product Support Build enablement materials and playbooks to help Managers use QA insights and data for Specialist development Partner cross-functionally with Product Support leaders to ensure QA strategies are aligned with broader Figma goals Qualifications
5+ years of experience building and scaling QA programs within Support, including scorecard design, calibration, and coaching Experience leading QA across multiple channels (Direct, BPO, AI), including oversight of AI-assisted support interactions Familiarity with QA tooling and Quality Management Systems (e.g. MaestroQA), and using automation to scale QA A track record of turning QA insights into measurable performance improvements Strong cross-functional collaboration and stakeholder management skills, with a clear and direct communication style Nice to have
Experience using Figma Design and other Figma tools Experience implementing Auto QA or using AI tools to scale quality assurance Strong documentation and enablement skills, including building playbooks, scorecard guides, and internal QA resources Technical fluency and experience building dashboards or reporting in partnership with Analytics to surface actionable quality trends Familiarity with BPO operations and applying QA frameworks across internal and outsourced teams Pay, Benefits, and Equal Opportunity
Pay Transparency Disclosure: If based in Figma\'s San Francisco or New York hub offices, this role has the annual base salary range stated below. Job level and actual compensation will be decided based on factors including qualifications, market demands, and work location. The listed range is a guideline and may be modified. For roles available remotely, the pay range is localized according to employee work location by a factor of 80% to 100% of range. Please discuss your work location with your recruiter for more information. Annual Base Salary Range (SF/NY Hub): $164,000 — $260,000 USD Figma offers equity to employees, plus a competitive package of benefits, including health, dental & vision, retirement with company contribution, parental leave & family planning support, mental health & wellness benefits, generous PTO, work-from-home stipend, learning & development stipend, and cell phone reimbursement. Compensation and benefits are subject to change and may be modified in the future. At Figma we celebrate and support our differences. We are an equal opportunity workplace and consider qualified applicants 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 provide reasonable accommodations to applicants with disabilities. If you require accommodations, please contact accommodations-ext@figma.com. Examples include holding interviews in accessible locations, closed captioning on video conferencing, screen-reader compatible written communication, or alternative interview formats. If hired, you may be required to attend in-person onboarding. By applying for this job, you acknowledge that your personal data will be processed in accordance with Figma\'s Candidate Privacy Notice.
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