Team Manager, Customer Success Operations

Copperco; United States; Remote; USD 70,000 - 75,000; Full time

Benefits offered by this job

Health insurance

Vision insurance

Dental insurance

401k

Equity options

Life insurance

Disability insurance

Paid time off

Family leave

Education reimbursement

Job summary

Figure seeks a Team Manager to lead a team of up to 18 Customer Success Associates, overseeing daily operations and driving service excellence in a fast-paced environment.

You will coach staff, monitor productivity and quality, and collaborate with HR, IT, and Workforce Management to resolve escalations while fostering growth. The role offers strong compensation including a target bonus and stock options.

Qualifications

• 3–5 years of leadership experience in customer support or similar

Responsibilities

• Provide hands-on leadership to create a positive, collaborative work environment.
• Oversee team performance, focusing on productivity, efficiency, quality, and SLA adherence.
• Equip the team with up-to-date product knowledge, best practices, and company policies.
• Manage daily team operations, addressing escalated issues and monitoring workflows.
• Ensure team adherence to company policies.
• Handle administrative responsibilities such as performance records, PTO, and disciplinary actions.

Skills

Leadership

Customer success

Performance metrics

Workforce management

Communication

Data analysis

Education

Bachelor's degree in business or related field

Tools

CRM systems

Workforce management tools

Data analysis platforms

Job description

Figure seeks a Team Manager to lead a team of up to 18 Customer Success Associates, overseeing daily operations and driving service excellence in a fast-paced environment.

You will coach staff, monitor productivity and quality, and collaborate with HR, IT, and Workforce Management to resolve escalations while fostering growth. The role offers strong compensation including a target bonus and stock options.