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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 $30 billion in originated loans and partnerships with more than 480 companies. The company is recognized as a market leader in real-world asset (RWA) tokenization and has received 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 driving customer satisfaction. Your responsibilities include:
• Provide hands-on leadership to create a positive, collaborative work environment with clear expectations and support for professional growth
• Oversee team performance metrics including productivity, efficiency, quality, and SLA adherence; drive 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 customer issues, monitor workflows, and empower agents to meet SLAs
• Ensure team adherence to Figure's policies and standards
• Handle administrative responsibilities including performance records, PTO management, and disciplinary actions in compliance with company policies
• Serve as liaison with Workforce Management, HR, and IT to resolve employee concerns and maintain operational efficiency
This role is critical to delivering outstanding customer service while collaborating with cross-functional departments to drive operational success.
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; ability to inspire, develop, and hold team members accountable while fostering a culture of excellence and continuous improvement
• Proven ability to ensure policy adherence and take 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
