Customer Success Associate

Figure; Dallas (TX); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Health, vision & dental insurance

401k

Paid time off

Education reimbursement

Job summary

Figure Technology Solutions, Inc. in Dallas, TX is seeking a Customer Success Associate to handle inbound calls, chats, and emails, guiding customers through the application process and resolving issues with empathy and speed.

You will become a product expert, supporting customers and ensuring a smooth journey through onboarding. This role operates in a fast-paced call center, collaborating with teammates to enhance the customer experience while adhering to security and compliance training.

Qualifications

• BA/BS from an accredited university preferred.
• 1+ years in a customer-facing role.

Responsibilities

• 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.

Skills

Customer service

Communication

Problem solving

Team player

Adaptability

Education

BA/BS preferred

Job description

Figure Technology Solutions, Inc. (Nasdaq: FIGR; OPEN: FGRS) is the leading blockchain-native capital marketplace for the origination, funding, sale and trading of tokenized assets. More than 480 partners use its loan origination system and capital marketplace. Collectively, Figure and its partners have originated over $30 billion of loans to date, among other products. Figure’s ecosystem also includes DART (Digital Asset Registry Technology) for asset custody and lien perfection, and $YLDS, a yield-bearing stablecoin registered with the SEC as a security under the Securities Act of 1933.

Figure is the market leader in real-world asset (RWA) tokenization. The company has received triple-A ratings from S&P and Moody’s on multiple loan securitizations, the first of its kind for blockchain finance.

We’re proud to be recognized as one of Forbes’ Top 50 Fintech Companies and CNBC’s World’s Top Fintech Companies.

We’re looking for driven, customer-focused teammates who are curious about innovative blockchain technology and financial services. As a Customer Success Associate (CSA), you’ll work in a call center environment, where your primary responsibility is handling inbound phone calls, chats, and emails from customers. You’ll be the voice of Figure, helping people understand our products, navigate the application process, and move confidently through each step of their experience.

In this role, you’ll gain deep knowledge of Figure by working in a fast-paced call center environment, by becoming an expert in our products to resolve issues, and move customers confidently through the application process. Your communication skills, problem-solving ability, and attention to detail will drive critical outcomes that support our business goals and elevate the customer experience.

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.
• 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.
• Compensation Range: (INSERT SALARY/HOURLY RATE)/hr
• Quarterly (INSERT %) bonus target
• Company equity in the form of RSUs
• This is the compensation range for the United States, actual compensation may vary based on individual candidate experience, location, or evolving business needs
• 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

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.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Figure Lending’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.