Role in brief
Figure, a company using blockchain for capital markets, seeks a Team Manager to lead a remote team of Customer Success Associates. This role involves overseeing daily operations, ensuring service quality, and fostering a collaborative environment. Candidates with 3-5 years of leadership in customer support, especially in financial services or contact centers, and strong operational management skills should apply.
About the role
This management role focuses on leading a remote team of Customer Success Associates. The primary goal is to ensure high-quality customer service and operational efficiency. The manager will be responsible for overseeing team performance, ensuring adherence to service level agreements, and maintaining productivity and quality metrics.
The role involves providing direct leadership and fostering a positive, collaborative work environment. This includes equipping the team with current product knowledge and company policies, managing daily operations, and resolving escalated issues. The manager will also handle administrative duties and act as a point of contact with Workforce Management, HR, and IT.
Success in this position means consistently meeting performance targets for the team, ensuring all policies and standards are followed, and developing a well-informed and efficient customer success operation. The manager will need to demonstrate strong problem-solving abilities and a strategic approach to team leadership.
The annual salary for this role is between $77,400 and $86,000, with an additional 25% annual bonus target and company equity.
Skills that matter here
- workforce management tools: This role requires proficiency in using these tools to manage team schedules, productivity, and efficiency.
- CRM systems: The manager will use CRM systems to track customer interactions and ensure effective customer support operations.
- data analysis platforms: Proficiency in these platforms is needed to analyze team performance data and identify areas for improvement.
Who this role suits
- A person with 3-5 years of leadership experience in customer support, particularly in contact centers or financial services.
- Someone who can take full ownership of team results and ensure policy adherence.
- A strategic thinker with advanced problem-solving capabilities.
- An individual who excels at fostering a collaborative work environment and communicating effectively.
From the employer
- Provide hands-on leadership to create a positive, collaborative work environment.
- Oversee team performance, focusing on metrics like productivity, efficiency, quality, and SLA adherence.
- Equip the team with up-to-date product knowledge and company policies.
- Manage daily team operations and address escalated issues.
- Ensure team adherence to Figure’s policies and standards.
- Handle administrative responsibilities in compliance with company policies.
- Serve as a liaison with Workforce Management, HR, and IT.
- 3–5 years of leadership experience in customer support, preferably in contact centers or financial services.
- Strong communication and interpersonal skills.
- Proven ability to ensure policy adherence and take full ownership of team results.
- Strategic thinker with advanced problem-solving skills.
- High proficiency in workforce management tools, CRM systems, and data analysis platforms.
- Compensation Range: $77,400 - $86,000/yr
- 25% annual bonus target, paid quarterly
- Company equity in the form of RSUs
- Comprehensive health, vision, and dental insurance
- 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
Questions about this role
What is the remote work policy for this role?
This is a fully remote position.
What level of experience is required for this position?
Candidates should have 3-5 years of leadership experience in customer support, ideally in contact centers or financial services.
What is the salary range for this role?
The compensation for this position ranges from $77,400 to $86,000 per year.