About the company
About Figure Figure is transforming the trillion dollar financial services industry using blockchain technology. In three short 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
📍Provide hands-on leadership to create a positive, collaborative work environment by setting clear expectations, motivating the team, and supporting professional growth. 📍Oversee team performance, focusing on metrics like productivity, efficiency, quality, and SLA adherence, while driving continuous improvement through coaching and regular evaluations. 📍Equip the team with up-to-date product knowledge, best practices, and company policies to ensure consistent, high-quality customer interactions. 📍Manage daily team operations, addressing escalated issues, monitoring workflows, and empowering agents to meet SLAs. 📍Ensure team adherence to Figure’s policies and standards. 📍Handle administrative responsibilities, such as managing performance records, PTO, and disciplinary actions, in compliance with company policies. 📍Serve as a liaison with Workforce Management, HR, and IT to resolve employee concerns and maintain operational efficiency.
What We Look For
📍3–5 years of leadership experience in customer support, preferably in contact centers or financial services industries, with a proven ability to manage performance metrics and drive team improvements. 📍Strong communication and interpersonal skills, with the ability to inspire, develop, and hold team members accountable while fostering a culture of excellence and continuous improvement. 📍Proven ability to ensure policy adherence, taking full ownership of team results. 📍Strategic thinker with advanced problem-solving skills, capable of implementing innovative solutions in dynamic, evolving environments. 📍Results-driven leader with confident, compassionate communication skills, effective in engaging with both team members and leadership. 📍High proficiency in workforce management tools, CRM systems, and data analysis platforms.
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