TEAMS Operations & Customer Experience Associate

TEAMS Operations & Customer Experience Associate Santa Monica, CA As part of our Operations & Customer Experience Associate for TEAMS, you’ll be on the front lines of customer support and internal operations, helping us build and scale an exceptional experience for our institutional customers. You’ll play a critical role in answering customer questions, resolving issues, and ensuring our customers feel cared for at every step of their journey. As a founding member of our CX and Ops within TEAMS, you’ll help shape our processes and set a high bar for service. What You’ll Do: Delivering white-glove support to TEAMS customers via email and other channels: answering questions on everything from placing orders and adding embroidery to tracking shipments and navigating our platform. Troubleshooting order issues with empathy, speed, and accuracy to ensure customer satisfaction. Providing elevated support to VIP and custom customers with complex or high-touch needs. Working cross-functionally with internal teams (e.g., fulfillment, sales, product) to upscale and resolve issues. Identifying process gaps or pain points and partnering with the team to improve support workflows. Assisting in operational tasks such as order reviews, customer communications, and system documentation. Contributing to the development of scalable processes, tools, and FAQs as TEAMS grows. Qualifications 3+ years in a customer experience, customer support, or operations role—ideally with exposure to high-touch or enterprise clients. A natural problem solver with excellent written communication skills and a strong attention to detail. Passionate about delivering world-class customer experiences and going above and beyond. Entrepreneurial mindset, you’re excited to help build a new capability within TEAMS. Highly organized with the ability to manage multiple priorities and move quickly. Experience working with support platforms and CRMs (e.g., Gorgias, Zendesk and Hubspot) is a plus. A team player with a proactive attitude and strong sense of ownership. FIGS Compensation and Benefits Pay Range At FIGS, your base salary is one part of your total compensation package. This role's base salary range is between $29 and $31. Actual base salary is determined based on a number of factors, including but not limited to your relevant skills, qualifications, and years of experience. Additional Compensation and Benefits Equity: All FIGS employees have the opportunity to own shares of FIGS stock through our new-hire equity program. Additionally, FIGS provides a discount when purchasing FIGS stock voluntarily through our FIGS Employee Stock Purchase Plan Annual bonus: This position is eligible to participate in the FIGS annual bonus program Other compensation and benefits offered include: Comprehensive benefits and perks package focused on your well-being, including premium medical, dental and vision coverage, and full access to wellness services through Classpass. 100% FIGS-sponsored life insurance and disability insurance Amazing 401(k) program, with a company match up to the first 6% of your contribution Generous paid time off - We have 12 company holidays. For salaried team members, we offer flexible vacation. For our hourly team members, we offer up to 3 weeks of accrued vacation Meaningful time away for baby bonding, including parental leave, new parent care meals, and a transition back to work for primary caregivers Personalized discount code for 50% off all FIGS products, along with a separate code to share with family and friends to enjoy a 25% discount site-wide In office catered meals, stocked pantry & fridge, and biweekly barista on site Access to FIGS Vet, Discounted Pet Insurance, and so much more… *Benefits eligibility is determined by hour requirements and length of service A little bit about us… FIGS, Inc. is a founder‑led, direct‑to‑consumer healthcare apparel and lifestyle brand that seeks to celebrate, empower and serve current and future generations of healthcare professionals. We redefine what scrubs are by creating technically advanced apparel and products that feature an unmatched combination of comfort, durability, function and style, all at an affordable price. With the largest DTC platform in healthcare apparel, we sell our products to a rapidly growing community of loyal customers. Through these customer relationships, FIGS has built a community and lifestyle around a profession, revolutionizing the large and fragmented healthcare apparel market and becoming the industry’s category‑defining healthcare apparel and lifestyle brand. Our Threads for Threads initiative is integral to our mission to improve the lives of healthcare professionals on a global scale. Founded alongside FIGS in 2013, Threads for Threads donates scrubs to healthcare professionals working in resource‑poor countries around the world. FIGS considers all Qualified Applicants, including those with Criminal Histories (e.g., arrests or conviction records), for Employment in accordance with applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act. Voluntary Self-Identification For government reporting purposes, we ask candidates to respond to the below self‑identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file. As set forth in FIGS’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law. If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service‑connected disability. A "recently separated veteran" means any veteran during the three‑year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. #J-18808-Ljbffr FIGS