About Figure
Figure is revolutionizing financial services with its disruptive technology platform. Our flagship product is the #1 non-bank HELOC in America. We’re delivering new consumer lending products and a capital markets ecosystem that maximize efficiency and transparency – by capitalizing on our loan origination activities, extensive network of partners, and growing pool of assets.Join a team of 450+ people at Figure who have originated $11+ billion in loan volume. We’re very profitable and growing fast!Figure has raised $469 million from top investors like Ribbit Capital, DST, Apollo, and Morgan Creek.FastCo Most Innovative CompaniesForbes Top 50 Blockchain 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.
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: $70,400 - $75,000
- 25% bonus target
- Equity stock options package
- 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 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.#LI-RF1 #LI-Hybrid
