Customer Success Associate

Figure; Charlotte (NC); Hybrid; USD 64,000 - 78,000; Full time

Benefits offered by this job

Company-paid medical, dental, vision

Hybrid work after training

Paid holidays, PTO, and sick time

Educational reimbursement

Paid family leave

New Hire/Anniversary swag

Employee recognition program

Job summary

Figure is hiring a Customer Success Associate in the United States. You will be the first point of contact for customers across phone, chat, and email, guiding them through applications and product understanding. Training will cover HELOCs and other financial products within a fintech ecosystem.

You’ll join a structured, fast-paced environment with strong emphasis on compliance, communication, and problem solving. Hybrid flexibility follows training, with a comprehensive benefits package.

Qualifications

• 1+ year of experience in a customer-facing role.
• Strong verbal and written communication skills.
• Ability to explain complex information clearly.
• Comfort working in a structured, fast-paced environment.
• Commitment to completing required compliance training.

Responsibilities

• Serve as a trusted first point of contact for prospective and existing customers via phone, chat, and email.
• Help customers navigate the application process and resolve blockers.
• Build expertise in the Figure ecosystem and financial products.
• Explain complex financial concepts in a clear, customer-friendly way.
• Provide troubleshooting support across a range of issues.
• Complete compliance-related steps accurately and consistently.
• Identify trends and share ideas to improve customer experience and team effectiveness.
• Participate in training and licensing programs.
• Contribute to a high-performing, team-oriented environment with reliability and strong execution.

Skills

Strong communication

Customer-facing experience

Attention to detail

Problem solving

Learning new systems

Job description

About FigureFigure (NASDAQ: FIGR) is transforming capital markets through blockchain. We’re proving that blockchain isn’t just theory - it’s powering real products used by hundreds of thousands of consumers and institutions.

About FigureFigure (NASDAQ: FIGR) is transforming capital markets through blockchain. We’re proving that blockchain isn’t just theory - it’s powering real products used by hundreds of thousands of consumers and institutions. By combining blockchain’s transparency and efficiency with AI-driven automation, we’ve reimagined how loans are originated, funded, and traded in secondary markets. From faster processing times to lower costs and reduced bias, our technology is helping borrowers, investors, and financial institutions achieve better outcomes. Together with our 170+ partners, we’ve originated over $17 billion in home equity loans (HELOCs) on our blockchain-native platform, making Figure the largest non-bank provider of home equity financing in the U.S. Figure’s ecosystem also includes YLDS, an SEC-registered yield-bearing stablecoin that operates as a tokenized money market fund, and several other products and platforms that are reshaping consumer finance and capital markets. We’re proud to be recognized as one of Forbes’ Most Innovative Fintech Startups in 2025 and Fast Company’s Most Innovative Companies in Finance and Personal Finance.

About The RoleStart your career in fintech in one of the country’s leading financial hubs. As a Customer Success Associate, you’ll build real experience in lending, compliance, and customer operations, while helping customers navigate important financial decisions with confidence. Growth at Figure is real. In 2025 alone, 115 employees across Customer Operations received a pay increase or promotion. No prior fintech experience is required. We’ll teach you the products, processes, and tools. What matters most is strong communication, sound judgment, attention to detail, and a genuine interest in learning.

Compensation & Perks

• Earn up to $71,000 a year in total compensation after the probationary period, including shift differentials and a monthly bonus opportunity
• Company-paid medical, dental, and vision benefits for employees and dependents on select plans
• Paid holidays, PTO, and sick time
• Hybrid flexibility after training
• Continuing education reimbursement
• Paid family leave
• New Hire and Anniversary Swag
• Employee Recognition Program

What You’ll Do

• Serve as a trusted first point of contact for prospective and existing customers across phone, chat, and email
• Help customers navigate the application process, resolve blockers, and better understand our products
• Build expertise in the Figure ecosystem, including HELOCs and other financial products and processes
• Explain complex financial concepts in a clear, simple, customer-friendly way
• Provide troubleshooting support across a range of customer and platform issues
• Complete compliance-related steps accurately and consistently
• Identify trends and share ideas that improve the customer experience and support team effectiveness
• Participate in training and licensing programs that expand your skill set
• Contribute to a high-performing, team-oriented environment where reliability and strong execution matte

What We Look For

• 1+ year of experience in a customer-facing role
• Strong verbal and written communication skills
• Ability to explain complex information clearly and build trust with customers
• Comfort working in a structured, fast-paced, high-volume environment
• Strong attention to detail and ability to follow process accurately
• Confidence learning new systems and navigating multiple technology platforms
• Ability to complete required compliance training
• Adhere to all company security policies and data handling procedures.
• Complete mandatory security awareness training within required timeframes.
• Promptly report any suspected security incidents or suspicious activity to the Security team.

Depending on your residential location certain laws might regulate the way Figure manages applicant data. California Residents, please review our California Employee and General Workforce Privacy Notice for further information. By submitting your application, you are agreeing and acknowledging that you have read and understand the above notice.

Figure will not sponsor work visas for this position. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.