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Salary: USD 77,400 - 94,600 / annual
Figure is a NASDAQ-listed fintech company transforming capital markets through blockchain technology. The company has originated over $22 billion in home equity loans on its blockchain-native platform and is recognized as the largest non-bank provider of home equity financing in the U.S. Figure combines blockchain's transparency with AI-driven automation to reimagine loan origination, funding, and secondary market trading.
We are seeking a results-driven Team Manager to lead a team of up to 18 Customer Success Associates. This is a hands-on leadership role overseeing daily operations, performance metrics, team development, and escalated customer issue resolution.
Key responsibilities include:
- Provide hands-on leadership to create a positive, collaborative work environment with clear expectations and professional growth opportunities
- Oversee team performance metrics including productivity, efficiency, quality, and SLA adherence
- Develop and coach team members through training and regular evaluations
- Manage daily operations, address escalated issues, and empower agents to meet SLAs
- Ensure adherence to Figure's policies and standards
- Handle administrative responsibilities including performance records, PTO, and disciplinary actions
- Serve as liaison with Workforce Management, HR, and IT
Required qualifications:
- 3–5 years of leadership experience in customer support, contact centers, or financial services
- Proven ability to manage performance metrics and drive team improvements
- Strong communication and interpersonal skills with ability to inspire and develop team members
- Strategic problem-solving capabilities in dynamic environments
- High proficiency with workforce management tools, CRM systems, and data analysis platforms
- NMLS License and Qualified Individual licensing qualifications required
Compensation includes base salary of $77,400–$94,600 annually, 25% annual bonus target paid quarterly, and company equity in RSUs. Comprehensive benefits include medical, dental, vision coverage with employer-paid premiums, HSA, FSA, 401(k), and commuter benefits.
