Manager - Customer Support Quality

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 play a key role in shaping what great looks like in Product Support - partnering with cross-functional teams, evolving our QA score and calibration approach, and helping our Specialists and Managers consistently deliver high-quality customer experiences.

This role leads a growing team of QA Specialists and works closely with partners across Direct Support, Analytics, Tooling and Infrastructure, Program Management, and Product to ensure QA is a trusted source of insights that drive coaching, performance, and continuous improvement. We're looking for a thoughtful, hands-on leader who’s excited to build structure, drive clarity, and make quality scalable across a fast-moving organization.

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:

• 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

We'd love to hear from you if you have:

• 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

While not required, it’s an added plus if you also 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

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.

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, but not limited to, individual qualifications objectively assessed during the interview process (including skills and prior relevant experience, potential impact, and scope of role), market demands, and specific work location. The listed range is a guideline, and the range for this role may be modified. For roles that are available to be filled remotely, the pay range is localized according to employee work location by a factor of between 80% and 100% of range. Please discuss your specific work location with your recruiter for more information. 

Figma offers equity to employees, as well a competitive package of additional benefits, including health, dental & vision, retirement with company contribution, parental leave & reproductive or family planning support, mental health & wellness benefits, generous PTO, company recharge days, a learning & development stipend, a work from home stipend, and cell phone reimbursement.  Figma also offers sales incentive pay for most sales roles and an annual bonus plan for eligible non-sales roles. Figma’s compensation and benefits are subject to change and may be modified in the future.

Annual Base Salary Range (SF/NY Hub):

$164,000—$260,000 USD