Customer Success Associate

Figure Lending; Charlotte (NC); On-site; USD 63,900 - 78,100; Full time

Benefits offered by this job

Company-paid medical, dental, and vision benefits

Paid holidays, PTO, and sick time

Hybrid flexibility after training

Continuing education reimbursement

Paid family leave

Employee Recognition Program

Job summary

Figure Lending in Charlotte, NC is seeking a Customer Success Associate to provide exceptional support to existing and prospective customers. In this role, you will help navigate the application process and resolve issues, while building expertise in financial products. The position offers competitive compensation, including bonuses, paid time off, and flexible work arrangements following training.

The ideal candidate has strong communication skills and previous experience in customer service. Growth opportunities are available!

Qualifications

• 1+ year of experience in a customer-facing role.
• Strong verbal and written communication skills.
• Ability to explain complex information clearly.

Responsibilities

• Serve as a trusted first point of contact for customers.
• Help customers navigate the application process.
• Explain complex financial concepts in a clear manner.

Skills

Strong verbal communication skills

Attention to detail

Customer service experience

Job description

About the Role

Start 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 matter

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

Employment and Legal Information

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.