Director of Figure Markets Customer Service, Figure

$138.4-173k

+ 25% annual bonus target, paid quarterly + Company equity in the form of RSUs

Senior and Expert level

Remote from US

More information about location

Blockchain-powered digital lender

Be an early applicant

Blockchain-powered digital lender

201-500 employees

FintechB2CPersonal financeMortgagesLendingInvestingBlockchain

Be an early applicant

$138.4-173k

+ 25% annual bonus target, paid quarterly + Company equity in the form of RSUs

Senior and Expert level

Remote from US

More information about location

201-500 employees

FintechB2CPersonal financeMortgagesLendingInvestingBlockchain

Company mission

Figure's mission is to transform financial services through blockchain, bringing speed, efficiency and savings to both consumers and institutions.

Job

Company

Role

Who you are

BA/BS from an accredited university preferred
8+ years of experience in customer service and operations
5+ years of experience leading or supervising a team providing customer service and operations
An experienced leader who fosters a value-based culture, with respectful interactions, behaviors, and attitudes
Flexibility and adaptability to ongoing refinements in process and structure
Confident, friendly, and compassionate communication skills
Ability to successfully complete the required compliance training
A positive and problem solving approach to customer service
Process driven organizational skills
A quick and flexible learning style with the ability to navigate new technology platform

What the job involves

We are looking for a driven, customer service oriented, roll up your sleeves type of leader who has a proven track record in building and delivering excellent service operations within financial services and is curious about innovative blockchain technology
As the Customer Service Operations Director, you will build out the initial customer service operations team for Figure Markets and learn all things about the business by sitting in the heart of the action
You will provide leadership to the Figure Markets Customer Service Operations team and oversee the day to day customer service
You will show your commitment and enthusiasm for the Customer Success function and the high level customer experience Figure Markets strives to achieve
Your effective communication, 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 leading the team in troubleshooting problems and providing solutions with knowledge and empathy
Define and build out the customer support operations processes for Figure Markets
Promote brand recognition and loyalty by ensuring unrivaled support to our customers via phone, chat interactions, and email
Oversee the day to day workforce management of the customer operations team and focus on delivering industry leading service
Manage the shift schedule for accurate planning and shift coverage
Resolve escalated complaint issues from the team and provide oversight
Provide insight into metrics to collect and report
Manage and report on onboarding processes for Figure Markets and all customer service interactions
Read, analyze reporting, and make data-driven recommendations to management
Provide regular performance feedback to the team
Ensure performance and disciplinary issues are dealt with and escalated appropriately
Drive a culture of diversity and inclusion within the team
Make process improvements for Figure Pay and Figure Marketplace
Participate in new training and licensing programs to expand the team’s capabilities

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

Led by a woman

Top investors

-15% employee growth in 12 months

Glassdoor (3.5)

Trustpilot (4.8)

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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