Customer Success Specialist - Blockchain & Onboarding

Figure; Reno (NV); On-site; USD 43,000 - 71,000; Full time

Benefits offered by this job

Health insurance

401k

Paid time off

Education reimbursement

HSA

Job summary

Figure is seeking a customer-focused Customer Success Associate in Reno, NV to handle inbound calls, chats, and emails, guiding customers through the application process and resolving issues with empathy and accuracy.

You will become an on-call expert in our products, participate in training, and contribute to a high-energy team while upholding security policies and completing required compliance checks.

Qualifications

• 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.

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

Notary licensing

Education

BA/BS

Job description

Figure is seeking a customer-focused Customer Success Associate in Reno, NV to handle inbound calls, chats, and emails, guiding customers through the application process and resolving issues with empathy and accuracy.

You will become an on-call expert in our products, participate in training, and contribute to a high-energy team while upholding security policies and completing required compliance checks.