Director, Figure Markets – Customer Service

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5 hours ago

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Figure

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Figure is transforming the trillion-dollar financial services industry using blockchain technology. In four short years, Figure has unveiled a series of fintech firsts using the Provenance Blockchain for loan origination, equity management, private fund services, banking, and payments sectors - bringing speed, efficiency, and savings to both consumers and institutions. Today, Figure is one of less than a thousand companies considered a unicorn, globally.

501 - 1000 employees

📋 Description

• Define and build out the customer support operations processes for Figure Markets • Promote brand recognition and loyalty by ensuring unrivaled support to our customers via phone, chat interactions, and email • Oversee the day to day workforce management of the customer operations team and focus on delivering industry leading service • Manage the shift schedule for accurate planning and shift coverage • Resolve escalated complaint issues from the team and provide oversight • Provide insight into metrics to collect and report • Manage and report on onboarding processes for Figure Markets and all customer service interactions • Read, analyze reporting, and make data-driven recommendations to management • Provide regular performance feedback to the team • Ensure performance and disciplinary issues are dealt with and escalated appropriately • Drive a culture of diversity and inclusion within the team • Make process improvements for Figure Pay and Figure Marketplace • Participate in new training and licensing programs to expand the team’s capabilities

🎯 Requirements

• BA/BS from an accredited university preferred • 8+ years of experience in customer service and operations • 5+ years of experience leading or supervising a team providing customer service and operations • An experienced leader who fosters a value-based culture, with respectful interactions, behaviors, and attitudes. • Flexibility and adaptability to ongoing refinements in process and structure • Confident, friendly, and compassionate communication skills • Ability to successfully complete the required compliance training • A positive and problem solving approach to customer service • Process driven organizational skills • A quick and flexible learning style with the ability to navigate new technology platform

🏖️ 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