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