Customer Success Operations Associate, Figure
$29/hr-$33/hr + 15% bonus target, paid quarterly
More information about location
Blockchain-powered digital lender
Job no longer available
Blockchain-powered digital lender
501-1000 employees
Job no longer available
$29/hr-$33/hr + 15% bonus target, paid quarterly
More information about location
501-1000 employees
Company mission
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 is the largest non-bank provider of home equity lines of credit, disrupting the lending industry with its blockchain platform, Provenance. The platform works as a registry, ledger, and exchange; handling loans, mortgaging, private credit and private investment.
The company is one of few that offers users the option to leverage their cryptocurrency assets to get loans or mortgages. Betting heavily on the cryptocurrency market has presented both its ups and downs for Figure, but a successful IPO in 2025 suggests its position nowadays is steady.
As digital assets continue to gain mainstream acceptance, there should be ample opportunity for Figure to expand its reach in the future. The company's IPO was supported by Goldman Sachs, Jefferies and BofA Securities, and raised an impressive $787.5 million.
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
- 100% of premium costs for employees and dependents for medical, dental, and vision insurance
- Reimbursement for approved continuing education (eligible employees)
- 10 company-wide holidays plus one personal holiday
- Generous Flexible Time Away (FTA), Paid Time Off (PTO), and paid parental leave
- Bonus plan (eligible employees)
- Option to purchase a set number of shares of Figure's common stock (eligible employees)
Company HQ
Civic Center, New York, NY
Leadership
Mike Cagney
(Executive Chair & Co-founder)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 & Co-founder)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.
Board Member at Cherry and Brex, at the latter of which they previously served as CFO/CBO and then COO. Was also CRO at SoFi.
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