Customer Success Associate

About the role

As a Customer Success Associate at Figure, you will be the first point of contact for customers, assisting them with inquiries about blockchain financial products. Your role will involve managing calls, chats, and emails, ensuring customers receive expert guidance and support.

You will also identify trends and provide feedback to improve processes, while participating in training programs to develop your skills. Success in this role means delivering exceptional service and building trust with customers, contributing to a collaborative team environment.

The position offers a base compensation of $22/hour, with the potential to earn up to $25/hour based on performance, plus monthly bonuses.

Who this role suits

• A person with over a year of experience in customer service or a customer-facing role.
• Someone who is dependable and thrives in fast-paced, high-volume settings.
• An adaptable individual who can handle evolving processes and technology.
• A strong communicator, able to build rapport with customers through various channels.

From the employer

What You’ll Do

• Champion the customer support experience as the first point of contact for prospective and existing customers managing inbound calls, chats, and emails to provide expert guidance on our products and their applications.
• Help customers navigate the application process, troubleshoot issues, and resolve concerns with empathy and efficiency.
• Promote brand trust and loyalty by delivering exceptional support to our customers via phone, chat interactions and email.
• Identify trends, gather key insights, and contribute ideas to improve customer support processes and product experience.
• Provide technical support and troubleshooting on a variety of platform issues.
• Conduct video notary sessions with attention to detail and professionalism.
• Participate in new training and licensing programs to grow your skills and support team goals.
• Contribute to a high-energy, collaborative team environment in the Customer Support Center.

What We Look For

• 1+ years in a customer-facing role.
• BA/BS from an accredited university preferred.
• A dependable and reliable team player who thrives in a fast-paced, high-volume environment.
• Adaptable and open to change as processes evolve.
• Clear, confident, and compassionate communication skills.
• Ability to become a licensed e-notary, including passing the Figure and state required background checks.
• Successfully complete the required compliance training.
• A solutions-oriented mindset and commitment to providing an outstanding customer experience.
• Ability to build trust and rapport with customers over the phone and in writing.
• Process driven organizational skills.
• A quick and flexible learning style with the ability to navigate new technology platforms.
• Ability to thrive in a fast-paced growing company.

How We Operate

This is a full time role based on a 40-hour work week. Schedules are assigned after training, and operate on a shift bid structure. In order to promote the best performance possible, top performers are able to bid for their preference in shifts first. Hours of operation are Monday- Sunday 9am-9pm EST.

Salary - Base Compensation: $22/hr with the potential to earn up to $25/hr in your first 6 months depending on performance.

Monthly Bonus: Can range anywhere from $0 - $1,300/month.

Benefits

• Comprehensive health, vision, and dental insurance with 100% employer-paid premiums for employees and their dependents on select plans.
• Company HSA, FSA, Dependent Care, 401k, and commuter benefits.
• Employer-funded life and disability insurance coverage.
• 11 Observed Holidays & PTO plan.
• Up to 12 weeks paid family leave.
• Continuing education reimbursement.