Figure is hiring a

Web3 Omnichannel Contact Center Manager

About Figure

At Figure, we’re on a mission to transform financial services through blockchain, bringing speed, efficiency and savings to both consumers and institutions.

Accomplishing this kind of transformation requires building really big things. And we understand that building big requires a creative, team oriented and supportive environment where everyone can do their absolute best work. The Figure team is comprised of incredibly driven, innovative, collaborative and curious people who love architecting and building from scratch. Everyone at the company is encouraged to be an individual contributor but also a team collaborator.

We value team members 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.

This is an opportunity to work with a team of proven leaders who have already created billions of dollars in value in the Fintech space. Join us!

About the Role

Figure Pay is looking for an Omnichannel Contact Center Manager to join our Banking Operations team. This position will help develop D2C and B2B customer support frameworks by becoming a subject matter expert in what it means to bank on blockchain.

What you’ll do:

• Lead a team of front line agents providing best in class experience to customers using their preferred method of engagement
• Respond to both positive and negative customer feedback with empathy, responsibility, recognition, and an eye toward process improvement
• Quickly identify risk and take ownership of resolution
• Participate with the business on the formulation of product enhancements, learning to speak the language of blockchain and engineering
• Be accountable for the development and ongoing management of business processes related to operating contact centers including but not limited to: workforce management, quality assurance, complaint resolution, training, and coaching
• Build and manage the needed team to support the growth of the business with respect to the areas above
• Contribute to an exciting and vibrant office environment and team dynamic

What we look for:

• BA/BS degree preferred
• 2+ years of experience in leading people
• Excellent communication skills with the ability to engage with a variety of personality types via email, phone, and occasionally in person
• Strong understanding of contact center management and an interest in Blockchain
• Acts independently to determine methods and procedures on new or special assignments
• Supervises the activities of others
• Works on significant and unique issues where analysis of situations or data requires an evaluation of intangibles
• Exercises independent judgment in methods, techniques and evaluation criteria for obtaining results
• Creates formal networks involving coordination among groups

Benefits To You

• Competitive salary based on experience and skills
• Firm-wide performance based bonuses
• Stock options
• Paid time off and vacation policy
• Comprehensive health, vision, dental insurance
• Company FSA, 401k, commuter benefits
• And much more to come!

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.

Apply Now: