Team Manager

Figure Lending; Charlotte (NC); Hybrid; USD 77,000 - 86,000; Full time

Benefits offered by this job

RSUs

Annual bonus

Health insurance

401k

Commuter benefits

Paid time off / holidays

Job summary

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.

Qualifications

• 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.

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

People management

Performance metrics

Coaching and development

Communication skills

Interpersonal skills

Tools

Workforce management tools

CRM systems

Data analysis platforms

Job description

About Figure

Figure Technology Solutions, Inc. (Nasdaq: FIGR; OPEN: FGRS) is the leading blockchain-native capital marketplace for the origination, funding, sale and trading of tokenized assets. More than 480 partners use its loan origination system and capital marketplace. Collectively, Figure and its partners have originated over $30 billion of loans to date, among other products. The fastest growing components are Figure Connect, its credit marketplace, and Democratized Prime, Figure’s on-chain lend-borrow marketplace. Figure’s ecosystem also includes DART (Digital Asset Registry Technology) for asset custody and lien perfection, and $YLDS, a yield-bearing stablecoin registered with the SEC as a security under the Securities Act of 1933.
Figure is the market leader in real-world asset (RWA) tokenization. The company has received triple-A ratings from S&P and Moody’s on multiple loan securitizations, the first of its kind for blockchain finance.
We’re proud to be recognized as one of Forbes’ Top 50 Fintech Companies and CNBC’s World’s Top Fintech Companies.

About the Role

We are seeking a results-driven, customer-focused Team Manager to lead a team of up to 18 Customer Success Associates at varying levels. As a Team Manager, you will oversee daily operations, track performance metrics, develop team members through coaching and training, and manage escalated customer issues to ensure swift, effective resolution. This role plays a key part in delivering outstanding customer service while collaborating with cross-functional departments to drive operational success.

*This position requires holding an NMLS License and meeting qualifications for Qualified Individual licensing in needed states.

What You’ll Do

• 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.

What We Look For

• 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.

Salary

• Compensation Range: $77,400 - $86,000/yr
• 25% annual bonus target, paid quarterly
• Company equity in the form of RSUs
• This is the compensation range for the United States, actual compensation may vary based on individual candidate experience, location, or evolving business needs

Benefits

• Comprehensive health, vision, and dental insurance with 100% employer-paid premiums for employees and their dependents on select plans
• Company HSA, FSA, Dependent Care, 401k, and commuter benefits
• Employer-funded life and disability insurance coverage
• 11 Observed Holidays & PTO plan
• Up to 12 weeks paid family leave
• Continuing education reimbursement

Depending on your residential location certain laws might regulate the way Figure manages applicant data. California Residents, please review our California Employee and General Workforce Privacy Noticefor further information.By submitting your application, you are agreeing andacknowledgingthat you have read and understand the above notice.

Figure will not sponsor work visas for this position. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

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