Customer Success Associate

Job Description

Job Description

About Figure

Figure Technology Solutions, Inc. (Nasdaq: FIGR; OPEN: FGRS) is the leading blockchain-native capital marketplace for the origination, funding, sale and trading of tokenized assets. More than 480 partners use its loan origination system and capital marketplace. Collectively, Figure and its partners have originated over $30 billion of loans to date, among other products. The fastest growing components are Figure Connect, its credit marketplace, and Democratized Prime, Figure's on-chain lend-borrow marketplace. Figure's ecosystem also includes DART (Digital Asset Registry Technology) for asset custody and lien perfection, and $YLDS, a yield-bearing stablecoin registered with the SEC as a security under the Securities Act of 1933.

Figure is the market leader in real-world asset (RWA) tokenization. The company has received triple-A ratings ratings from S&P and Moody's on multiple loan securitizations, the first of its kind for blockchain finance.

We're proud to be recognized as one of Forbes' Top 50 Fintech Companies and CNBC's World's Top Fintech Companies.

About the Role 

We're looking for driven, customer-focused teammates who are curious about innovative blockchain technology and financial services. As a Customer Success Associate (CSA), you'll work in a call center environment, where your primary responsibility is handling inbound phone calls, chats, and emails from customers. You'll be the voice of Figure, helping people understand our products, navigate the application process, and move confidently through each step of their experience.

In this role, you'll gain deep knowledge of Figure by working in a fast-paced call center environment, by becoming an expert in our products to resolve issues, and move customers confidently through the application process. Your communication skills, problem-solving ability, and attention to detail will drive critical outcomes that support our business goals and elevate the customer experience.

What You'll Do 

• Champion the customer support experience as the first point of contact for prospective and existing customers managing inbound calls, chats, and emails to provide expert guidance on our products and their applications.
• Help customers navigate the application process, troubleshoot issues, and resolve concerns with empathy and efficiency.
• Promote brand trust and loyalty by delivering exceptional support  to our customers via phone, chat interactions and email. 
• Identify trends, gather  key insights, and contribute ideas to improve customer support processes and product experience. 
• Provide technical support and troubleshooting on a variety of platform issues. 
• Conduct video notary sessions with attention to detail and professionalism.
• Participate in new training and licensing programs to grow your skills and support team goals.
• Contribute to a high-energy, collaborative team environment in the Customer Support Center.

What We Look For 

• 1+ years in a customer-facing role.
• BA/BS from an accredited university preferred.
• A dependable and reliable team player who thrives in a fast-paced, high-volume environment.
• Adaptable and open to change as processes evolve.
• Clear, confident, and compassionate communication skills.
• Ability to become a licensed e-notary, including passing the Figure and state required background checks.
• Successfully complete the required compliance training.
• A solutions-oriented mindset and commitment to providing an outstanding customer experience.
• Ability to build trust and rapport with customers over the phone and in writing. 
• Process driven organizational skills 
• A quick and flexible learning style with the ability to navigate new technology platforms
• 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.

Salary

• Earn up to $71,000 a year in total compensation after the probationary period, including shift differentials and a monthly bonus opportunity

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
• 5 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. 

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