Team Manager

Figure; Reno (NV); On-site; USD 77,000 - 95,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

RSUs

401(k)

Paid time off

Family leave

Education reimbursement

Job summary

Figure is seeking a results-driven Team Manager to lead a 18-person Customer Success Associates team in Reno, NV. You will oversee daily operations, coach, and resolve escalated issues to ensure high-quality service.

This role requires an NMLS license and Qualified Individual licensing readiness, plus strong metrics focus, policy adherence, and cross-functional collaboration with HR, IT, and Workforce Management.

Qualifications

• 3–5 years of leadership in customer support.
• Strong communication and interpersonal skills.
• Proven ability to drive team performance and SLAs.
• Proficiency with workforce management tools and CRM systems.
• Ability to follow security policies and complete trainings.

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

Team leadership

Customer service excellence

Communication skills

Data analysis

Workforce management

CRM systems

Tools

CRM tools

Data analysis platforms

Job description

About Figure

Figure (NASDAQ: FIGR) is transforming capital markets through blockchain. We’re proving that blockchain isn’t just theory - it’s powering real products used by hundreds of thousands of consumers and institutions.

By combining blockchain’s transparency and efficiency with AI-driven automation, we’ve reimagined how loans are originated, funded, and traded in secondary markets. From faster processing times to lower costs and reduced bias, our technology is helping borrowers, investors, and financial institutions achieve better outcomes.

Together with our 170+ partners, we’ve originated over $22 billion in home equity loans (HELOCs) on our blockchain-native platform, making Figure the largest non-bank provider of home equity financing in the U.S. Figure’s ecosystem also includes YLDS, an SEC-registered yield-bearing stablecoin that operates as a tokenized money market fund, and several other products and platforms that are reshaping consumer finance and capital markets.

We’re proud to be recognized as one of Forbes’ Most Innovative Fintech Startups in 2025 and Fast Company’s Most Innovative Companies in Finance and Personal Finance.

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.
• Adhere to all company security policies and data handling procedures.
• Complete mandatory security awareness training within required timeframes.
• Promptly report any suspected security incidents or suspicious activity to the Security team.

Salary

• Base Compensation Range: $77,400 - $94,600/yr
• 25% annual bonus target, paid quarterly
• Company equity in the form of RSUs

Benefits

• Comprehensive medical, dental, and vision coverage, with 100% employer-paid premiums for employees and their dependents on select plans Company HSA, FSA, Dependent Care FSA, 401(k), and commuter benefits Employer-paid life and disability insurance 11 observed holidays and PTO plan Up to 12 weeks of 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 Notice for further information. By submitting your application, you are agreeing and acknowledging that 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.