Customer Success Team Lead - Hybrid (NMLS)

Figure Lending; Charlotte (NC); Híbrido; USD 77.000 - 86.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

RSUs

Annual bonus

Health insurance

401k

Commuter benefits

Paid time off / holidays

Descripción de la vacante

Figure Technology Solutions, Inc. is seeking a results-driven Team Manager to lead a team of up to 18 Customer Success Associates. You will oversee daily operations, coach staff, and manage escalated issues to ensure swift, high-quality service while collaborating with cross-functional teams.

The role requires holding an NMLS License and meeting qualifications for Qualified Individual licensing in needed states, with a hybrid work model and focus on performance metrics and policy adherence.

Formación

• 3–5 years of leadership experience in customer support, preferably in contact centers or financial services industries, with a proven ability to manage performance metrics and drive team improvements.
• 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.
• Strategic thinker with advanced problem-solving skills, capable of implementing innovative solutions in dynamic, evolving environments.
• Results-driven leader with confident, compassionate communication skills, effective in engaging with both team members and leadership.
• High proficiency in workforce management tools, CRM systems, and data analysis platforms.

Responsabilidades

• 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.

Conocimientos

Leadership

People management

Performance metrics

Coaching and development

Communication skills

Interpersonal skills

Herramientas

Workforce management tools

CRM systems

Data analysis platforms

Descripción del empleo

Figure Technology Solutions, Inc. is seeking a results-driven Team Manager to lead a team of up to 18 Customer Success Associates. You will oversee daily operations, coach staff, and manage escalated issues to ensure swift, high-quality service while collaborating with cross-functional teams.

The role requires holding an NMLS License and meeting qualifications for Qualified Individual licensing in needed states, with a hybrid work model and focus on performance metrics and policy adherence.