NMLS-Certified CS Team Lead (Fintech, Hybrid)

Figure; Washington (District of Columbia); Hybrid; USD 77,000 - 86,000; Full time

Benefits offered by this job

Health insurance

Vision insurance

Dental insurance

401k

Commuter benefits

Equity RSUs

PTO + holidays

Family leave

Education reimbursement

Job summary

Figure Technology Solutions, Inc. is seeking a results-driven Team Manager to lead a Customer Success team of up to 18 associates. You will oversee daily operations, track metrics, coach staff, and resolve escalated issues to ensure top-tier service.

This role requires holding an NMLS License and meeting Qualified Individual licensing requirements in relevant states. Collaboration with HR, IT, and Workforce management is essential to sustain efficiency and compliance.

Qualifications

• 3–5 years of leadership experience in customer support or related field.
• Strong communication and interpersonal skills; ability to develop and hold team members accountable.
• Proven ability to ensure policy adherence and drive team results.
• Strategic thinker with strong problem-solving skills in dynamic environments.
• Proficiency with workforce management tools, CRM, and data analysis platforms.

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 productivity, efficiency, quality, and SLA adherence; coach and evaluate for continuous improvement.
• Equip the team with up-to-date product knowledge, best practices, and company policies for high-quality interactions.
• Manage daily team operations, address escalated issues, monitor workflows, and empower agents to meet SLAs.
• Ensure adherence to Figure’s policies and standards by the team.
• Handle administrative duties such as performance records, PTO, and disciplinary actions per policy.
• Serve as liaison with Workforce Management, HR, and IT to resolve employee concerns and maintain efficiency.]

Skills

Leadership

Communication

People management

Tools

Workforce management tools

CRM systems

Data analysis platforms

Job description

Figure Technology Solutions, Inc. is seeking a results-driven Team Manager to lead a Customer Success team of up to 18 associates. You will oversee daily operations, track metrics, coach staff, and resolve escalated issues to ensure top-tier service.

This role requires holding an NMLS License and meeting Qualified Individual licensing requirements in relevant states. Collaboration with HR, IT, and Workforce management is essential to sustain efficiency and compliance.