Customer Success Associate

About Figure

Figure is revolutionizing the financial services industry with blockchain technology. In its impressive six-year journey, Figure has introduced pioneering fintech solutions using the Provenance blockchain in various sectors such as loan origination, equity management, private fund services, banking, and payments, delivering enhanced speed, efficiency, and cost savings both to consumers and institutions. Figure stands as a global unicorn, with a track record of creating substantial value in the FinTech space.

Our quest necessitates a nurturing work environment that values creativity, teamwork, and support, encouraging every individual to perform at their peak. The Figure team comprises ambitious, innovative, collaborative, and inquisitive professionals with a passion for developing cutting-edge technologies. We seek individuals who embody an entrepreneurial mindset, eagerly embracing our culture of continuous innovation.

Every day at Figure is an opportunity for ongoing learning while remaining committed to impactful task completion. Join a cadre of accomplished leaders who have collectively generated billions in value in the FinTech realm.

About the Role

We are seeking proactive, customer-focused team players with a keen interest in innovative blockchain technology and financial services. In the role of Customer Support Associate (CSA), you will immerse yourself in Figure's operations by delivering product, technical, and educational support to both potential and existing customers.

Your strong communication skills, problem-solving abilities, and meticulous attention to detail will contribute to critical objectives, ensuring the success of ongoing business initiatives, fostering brand engagement, and guaranteeing customer satisfaction. By troubleshooting issues and providing informed and empathetic solutions, you will uphold Figure's commitment to its customers.

Responsibilities

• Act as the primary contact and advocate for customers.
• Address customer queries through various communication channels and provide exceptional customer service in processing applications.
• Educate customers on Figure's products with expertise and enthusiasm.
• Enhance brand loyalty and recognition by delivering unparalleled support to customers via phone, chat, and email interactions.
• Gather insights to support product and service enhancements and their impact on customer experience.
• Offer technical support and troubleshooting for various issues.
• Conduct meticulous video notary sessions and coordinate with multiple vendors as required.
• Engage in new training and licensing programs to extend the team's expertise.
• Cultivate a vibrant and dynamic office environment.

Required Qualifications

• Bachelor's degree preferred, along with at least 1 year of customer-facing experience.
• Demonstrated reliability and team player qualities.
• Adaptability to evolving processes and structures.
• Excellent communication skills characterized by confidence, friendliness, and empathy.
• Ability to become a licensed e-notary post background checks.
• Completion of mandatory compliance trainings.
• Positive, solution-oriented approach to customer service.
• Ability to build trust and rapport with customers.
• Strong organizational skills with a process-driven mindset.
• Aptitude for quick learning and mastering new technologies.

Benefits

• Competitive salary based on experience and skills.
• Performance-based bonuses.
• Equity stock option incentives.
• Generous paid time off and flexible vacation policy.
• Comprehensive health, vision, and dental insurance.
• Various employee benefits like FSA, 401k, and commuter benefits.
• Additional perks and benefits.

Note: For residents of certain states like CO, NY, CA, and WA, hourly rates may differ with additional bonus and equity structures. Compensation variations may occur based on individual experience and location.