Customer Success Associate

About Figure

Figure is a pioneering financial services company that is transforming the industry through its innovative technology platform. Utilizing its extensive network of partners and loan origination activities, Figure is on a mission to introduce and scale new products that enhance efficiency and transparency within the financial sector. By integrating cutting-edge technology, Figure's platform is creating more transparent and efficient capital markets, leveraging a growing pool of assets originated on its platform. The team at Figure is dedicated, driven, innovative, and passionate about challenging the norm and creating something new. Individuals who embody an entrepreneurial spirit and thrive in a culture of innovation are highly valued.

At Figure, each day offers a unique learning experience while focusing on impactful work that makes a difference. Join a team of industry leaders who have already generated significant value in financial technology.

About the Role

We are seeking dynamic and customer-focused individuals who are intrigued by innovative blockchain technology and financial services. In the role of Customer Support Associate (CSA), you will be at the forefront of Figure, providing product, technical, and educational support to both potential and existing customers.

Through effective communication, problem-solving skills, and meticulous attention to detail, you will drive key outcomes that support ongoing business initiatives, enhance brand engagement, and ensure customer satisfaction. Your role will involve holding Figure accountable to its customers by resolving issues, offering solutions, and providing support with knowledge and empathy.

Responsibilities

• Serve as the initial point of contact and advocate for customers
• Manage customer inquiries through various communication channels and handle applications with exceptional customer service
• Educate customers about Figure and its products with enthusiasm and expertise
• Boost brand recognition and loyalty through unparalleled support via phone, chat, and email interactions
• Collect insights and contribute to enhancing Figure's products, services, and customer experience
• Provide technical support and troubleshoot a range of potential issues
• Conduct video notary sessions with precision and professionalism, coordinating with multiple vendors as needed
• Participate in training and licensing programs to broaden the team's capabilities
• Contribute to a dynamic office environment and team collaboration

Benefits

• Competitive salary with opportunities for growth
• Quarterly performance-based bonus
• Equity stock options package
• Comprehensive health, vision, and dental insurance coverage, along with a wellness program for employees and their dependents
• Life and disability insurance coverage funded by the employer
• HSA, FSA, Dependent Care, 401k, and commuter benefits
• Up to 12 weeks of paid family leave
• Reimbursement for continuing education
• Routine team swag deliveries

Note: For residents in specific states, the hourly rate is $22/hr with up to a 15% Bonus and Equity; individual compensation may vary by experience and location. California Residents are advised to review the privacy notice provided for further details. Figure does not sponsor work visas for this position, and all hired individuals must verify identity and eligibility to work in the U.S. in compliance with federal regulations.