About the company
Figure is transforming the trillion dollar financial services industry using blockchain technology. In six years, Figure has unveiled a series of fintech firsts using the Provenance blockchain for loan origination, equity management, private fund services, banking and payments sectors - bringing speed, efficiency and savings to both consumers and institutions. Today, Figure is one of less than a thousand companies considered a unicorn, globally. Our mission requires us to have a creative, team-oriented, and supportive environment where everyone can do their absolute best. The team is composed of driven, innovative, collaborative, and curious people who love architecting ground-breaking technologies. We value individuals who bring an entrepreneurial mindset to every task and will embrace our culture of innovation. Every day at Figure is a journey in continuous learning yet a daily focus on getting work done that makes a difference. Join a team of proven leaders who have already created billions of dollars in value in the FinTech space!
Job Summary
What You’ll Do
📍Define and build out the customer support operations processes for Figure Markets
📍Promote brand recognition and loyalty by ensuring unrivaled support to our customers via phone, chat interactions, and email
📍Oversee the day to day workforce management of the customer operations team and focus on delivering industry leading service
📍Manage the shift schedule for accurate planning and shift coverage
📍Resolve escalated complaint issues from the team and provide oversight
📍Provide insight into metrics to collect and report
📍Manage and report on onboarding processes for Figure Markets and all customer service interactions
Read, analyze reporting, and make data-driven
📍Provide regular performance feedback to the team
📍Ensure performance and disciplinary issues are dealt with and escalated appropriately
📍Drive a culture of diversity and inclusion within the team
📍Make process improvements for Figure Pay and Figure Marketplace
📍Participate in new training and licensing programs to expand the team’s capabilities
What We Look For
📍BA/BS from an accredited university preferred
📍8+ years of experience in customer service and operations
📍5+ years of experience leading or supervising a team providing customer service and operations
📍An experienced leader who fosters a value-based culture, with respectful interactions, behaviors, and attitudes.
📍Flexibility and adaptability to ongoing refinements in process and structure
📍Confident, friendly, and compassionate communication skills
📍Ability to successfully complete the required compliance training
📍A positive and problem solving approach to customer service
📍Process driven organizational skills
📍A quick and flexible learning style with the ability to navigate new technology platform
