Team Operations Manager, Servicing Customer Care

About Figure

Figure is transforming the trillion dollar financial services industry using blockchain technology.

In five 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!

Forbes Top 50 Blockchain Companies

Figure Series D Announcement

About The Role

We are looking for a results driven, customer service oriented, roll up your sleeves type of leader who is curious about innovative blockchain technology and financial services. As the Team Operations Manager, you will learn and lead all things Figure by sitting in the heart of the action: providing leadership to the Servicing Operations team and overseeing the day to day operations. You will show your commitment and enthusiasm for the Customer Success function and the high level customer experience Figure strives to achieve.

Your effective communication, problem solving, and attention to detail will contribute to key outcomes that secure existing business initiatives, drive brand engagement, and ensure customer success. You will keep Figure accountable to its customers by leading the team in troubleshooting problems and providing solutions with knowledge and empathy.

What You’ll Do

• Participate in new training and licensing programs to expand the team’s capabilities
• 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 servicing Customer Care team and focus on delivering industry leading service
• Provide regular performance feedback to the CSAs
• Drive a culture of diversity and inclusion within the team
• Read, analyze reporting, and make data-driven recommendations to management
• Conduct daily workforce management oversight based on established service requirements.
• Assist workforce management in managing the Customer Success Advocate (CSA) shift schedule for accurate planning and shift coverage
• Manage product and tech escalations via the triage ticketing system
• Ensure performance and disciplinary issues are addressed or escalated appropriately
• Make process improvement recommendations for Figure’s products and services
• Resolve escalated complaint issues from the CSA team and provide oversight

What We Look For

• Ability to successfully complete the required compliance training
• Process driven organizational skills
• A positive and problem solving approach to customer service
• An experienced leader who fosters a value-based culture, with respectful interactions, behaviors,and attitude
• Previous experience in tech support, mortgage servicing, financial services, or banking
• Engaging and involved leader that can adapt to various personalities, situations with a sense of urgency
• A quick and flexible learning style with the ability to navigate new technology platform
• 1+ years of experience in a customer-facing role
• 3+ years of experience leading or supervising a team
• Flexibility and adaptability to ongoing refinements in process and structure
• BA/BS from an accredited university preferred
• Confident, friendly, and compassionate communication skills

Benefits And Perks

• Equity stock options package
• Flexible time-off plan to empower employees to take the time off that they want and need
• Competitive salary and growth opportunities
• Continuing education reimbursement
• Company quarterly performance based bonus
• Company HSA, FSA, Dependent Care, 401k, and commuter benefits
• Routine Team swag deliveries!
• Employer funded comprehensive health, vision, dental insurance and wellness program for employees and their dependents
• Up to 12 weeks paid family leave
• Employer funded life and disability insurance coverage

For CO, NY, CA and WA residents, the salary range for this position is $80,000-85,000/ year with a 25% Bonus and Equity. Actual compensation may vary based on individual candidate experience and location.

Depending on your residential location certain laws might regulate the way Figure manages applicant data. California Residents, please review our California Employee and Prospective Employee Privacy Notice for further information. By submitting your application, you are agreeing and acknowledging that you have read and understand the above notice.

Figure will not sponsor work visas for this position. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.