Figure is hiring a

Web3 Customer Success Supervisor NC

About Figure

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

In three 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 America’s Best Startup Employers

Forbes Top 50 Blockchain Companies

Figure Series D Announcement

About the Role

The Supervisor role is designed to lead and support a team of CSA’s. This role will have proven their skills and knowledge in the CSP as well as their dedication to the team, Figure and providing an excellent customer experience as well as leading and guiding a team to be their absolute best!

What You’ll Do

• Conduct QA of CSP tasks, chat interactions, email and phone calls
• Perform final complaint review
• Conduct semi-monthly performance reviews with each team member
• Partner with Manager to deliver performance improvement plans
• Populate daily nurture
• Process CEO feedback
• Working knowledge of workforce management planning & processes
• Partner with Manager on CFC process and review of current trends for continuous improvement of Operations
• Continued CSA operating procedures and application processing as the first point of contact and advocate for our customers
• Engage in respectful interactions, behaviors, and attitudes that foster the Figure culture and support everyone is doing their best work
• Promote brand recognition and loyalty by ensuring unrivaled support to our customers via phone, chat interactions, and email
• Handle escalated issues and complaints with a confident and knowledgeable approach and provide a customer resolution quickly and efficiently.
• Increased CSP responsibilities including, updating personal identifiers, scan back reviews, Certificate of Trust review
• Participate in new training and licensing programs to expand the team’s capabilities
• Participate in training and on-boarding of new hires

What We Look For

• 1 year of customer facing experience, with a minimum of 9 months of Figure customer operations experience.
• Consistent high performance with an excellent understanding of Figure products, CSP, and all operating procedures
• Ability to clearly and confidently communicate with customers, team members, and alternate departments within Figure
• Natural leader within the CSA team with a positive leadership >
• Possess the ability to effectively and transparently provide real time feedback and document performance reviews
• Ability to handle escalated issues with a confident and knowledgeable approach and provide a customer resolution quickly and efficiently
• Proven success in critical thinking, problem solving, and process improvement
• Must be highly organized and able to manage multiple tasks and duties efficiently

Depending on yourresidential locationcertain laws might regulate the way Figure manages applicant data.California Residents, please review ourCalifornia Employee and Prospective Employee Privacy Noticefor further information.By submitting your application, you are agreeing and acknowledgingthat you have read and understand the above notice.

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