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Salary: USD 77,400 - 86,000 / annual
Figure Technology Solutions is a blockchain-native capital marketplace for tokenized assets, with over 480 partners using its loan origination system and capital marketplace. The company has originated over $30 billion in loans and is recognized as a market leader in real-world asset (RWA) tokenization, with triple-A ratings from S&P and Moody's on loan securitizations.
You will lead a team of up to 18 Customer Success Associates at varying levels, overseeing daily operations and ensuring exceptional customer service delivery. Your responsibilities include:
• Provide hands-on leadership to create a positive, collaborative work environment by setting clear expectations, motivating the team, and supporting professional growth
• Oversee team performance metrics including productivity, efficiency, quality, and SLA adherence, driving continuous improvement through coaching and regular evaluations
• Equip the team with up-to-date product knowledge, best practices, and company policies to ensure consistent, high-quality customer interactions
• Manage daily team operations, address escalated issues, monitor workflows, and empower agents to meet SLAs
• Ensure team adherence to Figure's policies and standards
• Handle administrative responsibilities such as managing performance records, PTO, and disciplinary actions in compliance with company policies
• Serve as a liaison with Workforce Management, HR, and IT to resolve employee concerns and maintain operational efficiency
REQUIREMENTS:
• 3–5 years of leadership experience in customer support, preferably in contact centers or financial services industries, with proven ability to manage performance metrics and drive team improvements
• Strong communication and interpersonal skills, with ability to inspire, develop, and hold team members accountable while fostering a culture of excellence and continuous improvement
• Proven ability to ensure policy adherence, taking full ownership of team results
• Strategic thinker with advanced problem-solving skills, capable of implementing innovative solutions in dynamic, evolving environments
• Results-driven leader with confident, compassionate communication skills, effective in engaging with both team members and leadership
• High proficiency in workforce management tools, CRM systems, and data analysis platforms
• Must hold an NMLS License and meet qualifications for Qualified Individual licensing in needed states
