Customer Success Associate

Customer Success Associate

Reno, NV

Figure (NASDAQ: FIGR) is transforming capital markets through blockchain. We're proving that blockchain isn't just theory - it's powering real products used by hundreds of thousands of consumers and institutions.

By combining blockchain's transparency and efficiency with AI-driven automation, we've reimagined how loans are originated, funded, and traded in secondary markets. From faster processing times to lower costs and reduced bias, our technology is helping borrowers, investors, and financial institutions achieve better outcomes.

Together with our 170+ partners, we've originated over $17 billion in home equity loans (HELOCs) on our blockchain-native platform, making Figure the largest non-bank provider of home equity financing in the U.S. Figure's ecosystem also includes YLDS, an SEC-registered yield-bearing stablecoin that operates as a tokenized money market fund, and several other products and platforms that are reshaping consumer finance and capital markets.

We're proud to be recognized as one of Forbes' Most Innovative Fintech Startups in 2025 and Fast Company's Most Innovative Companies in Finance and Personal Finance.

About the Role

As a Customer Success Associate, you will be the voice of Figure for customers navigating important financial decisions. You will help them understand our products, move through the application process, resolve issues, and feel confident every step of the way across phone, chat, and email.

No prior fintech experience is required. We'll teach you the products, processes, and tools. Growth at Figure is real. In 2025 alone, 115 employees across Customer Operations received a pay increase or promotion.

Start your career in fintech with a role that offers real responsibility, strong benefits, recognition opportunities, and the chance to build specialized skills right here in Reno.

Compensation & Perks

• Earn up to $71,000 a year in total compensation after the probationary period, including shift differentials and monthly bonus opportunity
• Company-paid medical, dental, and vision benefits for employees and dependents on select plans
• Paid holidays, PTO, and sick time
• Hybrid flexibility after training
• Continuing education reimbursement
• Paid family leave
• New Hire and Anniversary Swag
• Employee Recognition Program

What You'll Do

• Serve as a trusted first point of contact for prospective and existing customers across phone, chat, and email
• Help customers navigate the application process, resolve blockers, and better understand our products
• Build expertise in the Figure ecosystem, including HELOCs and other financial products and processes
• Explain complex financial concepts in a clear, simple, customer-friendly way
• Provide troubleshooting support across a range of customer and platform issues
• Conduct video notary sessions with professionalism, attention to detail, and care
• Complete compliance-related steps accurately and consistently
• Identify trends and share ideas that improve the customer experience and support team effectiveness
• Participate in training and licensing programs that expand your skill set
• Contribute to a high-performing, team-oriented environment where reliability and strong execution matter

What We Look For

• 1+ year of experience in a customer-facing role
• Strong verbal and written communication skills
• Ability to explain complex information clearly and build trust with customers
• Comfort working in a structured, fast-paced, high-volume environment
• Strong attention to detail and ability to follow process accurately
• Confidence learning new systems and navigating multiple technology platforms
• Ability to complete required compliance training
• Ability to become a licensed e-notary, including passing required background checks
• Adhere to all company security policies and data handling procedures
• Complete mandatory security awareness training within required timeframes
• Promptly report any suspected security incidents or suspicious activity to the Security team

Benefits

• Comprehensive health, vision, and dental insurance with 100% employer-paid premiums for employees and their dependents on select plans
• Company HSA, FSA, Dependent Care, 401k, and commuter benefits
• Employer-funded life and disability insurance coverage
• 11 Observed Holidays & PTO plan
• Up to 12 weeks paid family leave
• Continuing education reimbursement

Depending on your residential location certain laws might regulate the way Figure manages applicant data. California Residents, please review our California Employee and General Workforce 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.