TEAMS Operations & Customer Experience Associate, FIGS
+ Employee Stock Purchase Plan
Office located in Santa Monica, CA
Medical uniforms & clothing
Be an early applicant
Medical uniforms & clothing
201-500 employees
Be an early applicant
+ Employee Stock Purchase Plan
Office located in Santa Monica, CA
201-500 employees
Company mission
To celebrate, empower and serve those who serve others.
Role
Who you are
- 3+ years in a customer experience, customer support, or operations role—ideally with exposure to high-touch or enterprise clients
- A natural problem solver with excellent written communication skills and a strong attention to detail
- Passionate about delivering world-class customer experiences and going above and beyond
- Entrepreneurial mindset, you’re excited to help build a new capability within TEAMS
- Highly organized with the ability to manage multiple priorities and move quickly
- Experience working with support platforms and CRMs (e.g., Zendesk and Hubspot) is a plus
- A team player with a proactive attitude and strong sense of ownership
What the job involves
- As part of our Operations & Customer Experience Associate for TEAMS, you’ll be on the front lines of customer support and internal operations, helping us build and scale an exceptional experience for our institutional customers
- You’ll play a critical role in answering customer questions, resolving issues, and ensuring our customers feel cared for at every step of their journey
- As a founding member of our CX and Ops within TEAMS, you’ll help shape our processes and set a high bar for service
- You'll be delivering white-glove support to TEAMS customers via email and other channels: answering questions on everything from placing orders and adding embroidery to tracking shipments and navigating our platform
- Troubleshooting order issues with empathy, speed, and accuracy to ensure customer satisfaction
- Providing elevated support to VIP and custom customers with complex or high-touch needs
- Working cross-functionally with internal teams (e.g., fulfillment, sales, product) to escalate and resolve issues
- Identifying process gaps or pain points and partnering with the team to improve support workflows
- Assisting in operational tasks such as order reviews, customer communications, and system documentation
- Contributing to the development of scalable processes, tools, and FAQs as TEAMS grows
- Potentially managing additional TEAMS CX team members as the function scales
Our take
FIGS is a medical apparel brand dedicated to providing durable, comfortable, and stylish products for healthcare professionals. Operating on a direct-to-consumer model, FIGS ensures a streamlined connection with its audience.
FIGS' unique selling proposition lies in its Technical Comfort™, featured across a range of antimicrobial, elastic scrubs and uniforms designed with functional pockets. Inspired by the founders personal connection to the challenges faced by healthcare workers, the brand was created to address the discomfort of traditional uniforms and the long, demanding hours common in the profession.
More recently, FIGS has begun executing a strategic shift focused on long-term brand equity rather than short-term promotional growth. In 2024, the company signaled a move away from heavy discounting, instead increasing investment in brand building, international expansion, and new growth channels such as retail and institutional sales through its TEAMS program. While overall revenue growth has remained modest, international sales have grown rapidly, highlighting Asia as a key opportunity for future expansion. And in an increasingly competitive and promotion-driven market, FIGS' emphasis on premium positioning, disciplined pricing, and global brand development reflects a calculated bet on sustainable growth rather than volume-led gains.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
21% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jan 2018
$65m
SERIES B
May 2016
$5m
SERIES A
Total funding: $72m
Company benefits
- Health and Wellbeing: Comprehensive benefits and perks package focused on your well-being including: previum medical, dental, and vision coverage, FIGS-sponsored bi-weekly UberEats meal credits, free access to Breethe, a fitness stipend with ClassPass, and a free Peleton room on-site.
- Finance: Amazing 401(k) progream, with a company match up to the first 6% of your contribution. 100% FIGS-sponsored life insurance, disability insurance, access to an Employee Stock Purchase Plan and financial wellness learning opportunities.
- Family: We care for our extended FIGS family by offering generous parental leave, new-parent care meals, and a transition back to work program following leave.
- Time Away: Generous time off - flexible vacation for salaried team members and up to 3 weeks of vacation for hourly team members. We also offer access to leave programs to care for yourself and your family.
- Staying Connected: Weekly company-wide meetings, exclusive Coffee Connection meetings with the FIGS Co-CEOs, and monthly Fruitful Talks with thought-leaders and industry experts. WE support our team members through affinity groups and a thoughtfully designed Buddy Program, fostering friendship and belonging.
- Culture Committee: The Culture Committee creates incredible monthly Culture Programs spotlighting a specific area of wellness, while also finding ways to give back to the local community through volunteerism.
- Furry Friends: We partner with The Wags Club in West LA to provide weekday doggy day care at a partially subsidized cost. We also partner with MetLife to get discounts on pet insurance.
- Employee Discounts & Rewards: Team members receive 50% off, a $75 gift code on birthdays, and a special anniversary gift each year.
Company HQ
Santa Monica, CA
Leadership
Heather Hasson
(Co-Founder & Executive Chairman)Heather studied at the University of Wisconsin-Madison before co-founding FIGS in 2010. She then spent a year at Saïd Business School, and has been a RxArt Board Member since 2019.
Trina Spear
(Co-Founder & CEO)Trina began her career with 4 years at Citi, before working as an Associate at The Blackstone Group for a year. She then co-founded FIGS with Heather in 2010, and has been serving as CEO since.
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