CX & Operations Associate — White-Glove Support & Process Builder

FIGS; Santa Monica (CA); On-site; USD 29,000 - 31,000; Full time

Benefits offered by this job

Equity shares

Annual bonus

Healthcare coverage

401(k) plan

Paid time off

Parental leave

Employee discounts

On-site meals

Job summary

FIGS, Santa Monica, is seeking an Operations & Customer Experience Associate for TEAMS to deliver exceptional support and streamline internal processes. You will handle inquiries, resolve issues, and contribute to scalable CX and ops initiatives.

In this founder-era role, you’ll collaborate with fulfillment, sales, and product teams, continually improving workflows while supporting enterprise clients and a fast-growing platform. Strong communication and organizational skills are essential.

Qualifications

• 3+ years in a customer experience, customer support, or operations role, preferably with high-touch or enterprise clients.
• Excellent written communication with strong attention to detail.
• Entrepreneurial mindset and eagerness to help build a new capability within TEAMS.
• Highly organized and able to manage multiple priorities and move quickly.
• Experience with support platforms and CRMs (e.g., Gorgias, Zendesk, Hubspot) is a plus.

Responsibilities

• Delivering white-glove support to TEAMS customers via email and other channels, including orders, embroidery, tracking, and platform navigation.
• Troubleshooting order issues with empathy, speed, and accuracy.
• Providing elevated support to VIP and custom customers with complex needs.
• Working cross-functionally with fulfillment, sales, and product teams to upscale and resolve issues.
• Identifying process gaps and partnering to improve support workflows.
• Assisting in operational tasks such as order reviews, customer communications, and system documentation.
• Contributing to scalable processes, tools, and FAQs as TEAMS grows.

Skills

Customer support

Written communication

Problem solving

Organizational skills

Cross-functional collaboration

CRM platforms

Tools

Gorgias

Zendesk

Hubspot

Job description

FIGS, Santa Monica, is seeking an Operations & Customer Experience Associate for TEAMS to deliver exceptional support and streamline internal processes. You will handle inquiries, resolve issues, and contribute to scalable CX and ops initiatives.

In this founder-era role, you’ll collaborate with fulfillment, sales, and product teams, continually improving workflows while supporting enterprise clients and a fast-growing platform. Strong communication and organizational skills are essential.