Customer Success Team Lead - Fintech & Blockchain

Figure; Reno (NV); Hybrid; USD 77,000 - 86,000; Full time

Benefits offered by this job

Health insurance

Vision & dental

RSUs

401k

Paid holidays

Family leave

Education reimbursement

Commuter benefits

Job summary

Figure Technology Solutions, Inc. is seeking a results‑driven Team Manager to lead up to 18 Customer Success Associates. You will oversee daily operations, coach staff, monitor key metrics, and resolve escalations to uphold service levels.

The role requires an NMLS license and state qualifications as needed. Expect collaboration with HR, IT, and Workforce Management, and a compensation range in the US market with RSUs and robust benefits.

Qualifications

• 3–5 years of leadership in customer support, preferably in contact centers or financial services.
• Strong communication and interpersonal skills, with the ability to inspire, develop, and hold team members accountable while fostering a culture of excellence and continuous improvement.
• Proven ability to ensure policy adherence, taking full ownership of team results.

Responsibilities

• Provide hands‑on leadership to create a positive, collaborative work environment by setting clear expectations, motivating the team, and supporting professional growth.
• Oversee team performance, focusing on metrics like productivity, efficiency, quality, and SLA adherence, while driving continuous improvement through coaching and regular evaluations.
• Equip the team with up‑to‑date product knowledge, best practices, and company policies to ensure consistent, high‑quality customer interactions.
• Manage daily team operations, addressing escalated issues, monitoring workflows, and empowering agents to meet SLAs.
• Ensure team adherence to Figure’s policies and standards.
• Handle administrative responsibilities, such as managing performance records, PTO, and disciplinary actions, in compliance with company policies.
• Serve as a liaison with Workforce Management, HR, and IT to resolve employee concerns and maintain operational efficiency.

Skills

Leadership experience

Communication

Policy adherence

Workforce management tools

CRM systems

Data analysis

Tools

CRM systems

Data analysis platforms

Job description

Figure Technology Solutions, Inc. is seeking a results‑driven Team Manager to lead up to 18 Customer Success Associates. You will oversee daily operations, coach staff, monitor key metrics, and resolve escalations to uphold service levels.

The role requires an NMLS license and state qualifications as needed. Expect collaboration with HR, IT, and Workforce Management, and a compensation range in the US market with RSUs and robust benefits.