Customer Success Operations Associate, Figure
$29/hr-$33/hr + 15% bonus target, paid quarterly
More information about location
Blockchain-powered digital lender
Be an early applicant
Blockchain-powered digital lender
201-500 employees
Be an early applicant
$29/hr-$33/hr + 15% bonus target, paid quarterly
More information about location
201-500 employees
Company mission
Figure's mission is to transform financial services through blockchain, bringing speed, efficiency and savings to both consumers and institutions.
Role
Who you are
- 3+ years in a front line support and/or customer-facing role
- 2+ years of experience working with trading or an exchange platform, preferred
- Proven background in being a dependable and reliable team player
- Flexibility and adaptability to ongoing refinements in process and structure
- Confident, friendly, and compassionate communication skills
- Successfully complete the required compliance training
- A positive and problem-solving approach to customer service
- Ability to instill trust and rapport with customers
- BA/BS from an accredited university preferred
- Process-driven organizational skills
- A quick and flexible learning style with the ability to navigate new technology platforms
What the job involves
- We are looking for a Markets Success Associate with a strong knowledge of trading platforms to be our first line of support for a wide range of clients and investors for all things Figure Markets
- This role will sit in the heart of the action: providing product, technical, and educational support along with working cross functionally with Risk Management, Engineers, People Operations, Accounting, and more
- Your effective communication, task-driven problem solving, and attention to detail will contribute to key outcomes that secure existing business initiatives, drive brand engagement, and ensure customer success
- You will keep Figure Markets accountable to its customers by troubleshooting problems and providing solutions with knowledge and empathy and efficiency
- Be the point of contact and advocate for retail and institutional clients and investors
- Guide new users through the onboarding process to ensure seamless account creation and verification
- Educate Exchange clients and investors on Figure Markets and its products with knowledge and enthusiasm
- Act as a bridge between customers and internal teams to address any concerns and to ensure customer satisfaction
- Promote brand recognition and loyalty by ensuring unrivaled support to our clients and investors via phone, chat interactions, and email
- Leveraging data-driven insights, provide strategic recommendations to our Product Development team, influencing feature enhancements and ultimately contributing to the creation of an outstanding customer experience
- Provide technical support and troubleshooting on a variety of potential issues. Triage and route the identification of technical bugs. Provide recommendations and track until resolved
- Gather data-driven insights and analysis to operationalize and scale key processes
- Recommend modifications and additions to the Team's guiding documents including relevant policies & procedures
- Create cohesive and visually appealing and professional guides, flow charts, FAQs, and other content to support frictionless customer experiences
Our take
Figure handles loans and mortgaging. They are disrupting manual compensation surveys and traditional industry software with their blockchain platform, Provenance, which works as a registry, ledger, and exchange.
The company has branched from offering student loans into many products such as mortgages, personal loans, blockchain-based private credit and private investment opportunities. In 2020, they started seeking a national bank charter to simplify their business and offer better security.
The company is focusing on building blockchain-backed solutions and now offers its customers the option to leverage their cryptocurrency assets to get loans or mortgages and is one of the only companies to do so. Figure is betting heavily on the success of the $1 trillion cryptocurrency market and blockchain industry, and laid off 20% of its staff in July 2023 in preparation for an IPO bid. This IPO is targeted specifically at Figure's lending division, which saw massive growth over 2022 and 2023.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-15% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
May 2021
$200m
SERIES D
Dec 2019
$103m
SERIES C
Total funding: $418m
Company benefits
- Continuing education stipend
- Paid parental leave
- Flexible paid time off
- Stock options
- Work from home opportunities
- Health insurance
Company HQ
Chinatown, San Francisco, CA
Leadership
Mike Cagney
(Executive Chair)After Master's at Stanford, Mike spent almost 6 years as Chairman of ReFlow Services and co-founding Social Finance in 2011. He used this experience to co-found Figure in January 2018, serving since as CEO.
June Ou
(President)Having studied at Stanford and founded CCO Solutions, June spent 5 years at Social Finance with Mike, rising to VP of Product Management. She left this position in October 2017 to co-found Figure the following January.
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