Customer Success Team Manager - FinTech & Blockchain

Figure; Charlotte (NC); On-site; USD 77,000 - 86,000; Full time

Benefits offered by this job

Comprehensive health, vision, and dENT

HSA, FSA, 401k and commuter benefits

Employer-funded life and disability

Paid time off and holidays

Education reimbursement

Job summary

Figure Technology Solutions, Inc. is seeking a Team Manager to lead a customer success team and drive outstanding service. You will coach up to 18 Associates, monitor performance against SLAs, and collaborate with HR, IT, and workforce management to resolve issues.

The role requires the ability to manage escalations, coach staff, and ensure policy adherence while maintaining a positive, data-driven culture. This is a full-time, on-site position in the United States.

Qualifications

• 3–5 years of leadership experience in customer support or finance.
• Strong communication and interpersonal skills with accountability.
• Proven ability to ensure policy adherence and drive improvements.
• Experience with workforce management tools and data analysis.

Responsibilities

• Lead the team and foster a collaborative, high-performance culture.
• Track metrics: productivity, efficiency, quality, and SLA adherence.
• Ensure staff are trained on product knowledge, best practices, and policies.
• Manage daily operations, resolve escalations, monitor workflows, empower agents to meet SLAs.
• Enforce compliance with company policies.
• Maintain performance records, PTO, and disciplinary actions.
• Coordinate with WFM, HR, and IT to resolve issues.

Skills

Leadership

Communication

Data analysis

CRM systems

Workforce management

Tools

CRM systems

Data analytics platforms

Workforce management tools

Job description

Figure Technology Solutions, Inc. is seeking a Team Manager to lead a customer success team and drive outstanding service. You will coach up to 18 Associates, monitor performance against SLAs, and collaborate with HR, IT, and workforce management to resolve issues.

The role requires the ability to manage escalations, coach staff, and ensure policy adherence while maintaining a positive, data-driven culture. This is a full-time, on-site position in the United States.