About Figure Markets
Figure Markets is democratizing finance through blockchain. We’re building the exchange for everything - a decentralized custody marketplace for crypto, stocks, bonds, credit and more. We’re bringing best in class leverage, margining and liquidity to our exchange, while offering our members extensive borrowing options and unique investment opportunities.
Figure Markets is built on the Provenance Blockchain, and we use its native token, Hash, on the exchange. Provenance Blockchain embodies truth over trust, and provides a foundation for Figure Markets to bring transparency and efficiency in a decentralized world.
Figure Markets is backed by leading venture capital firms and strategic partners, including Jump Crypto, Pantera, Distributed Global, Faction Lightspeed, NewForm Capital and CMT Digital. Figure Markets was founded by a seasoned team of entrepreneurs and operators from tradfi, fintech and defi, including Mike Cagney and June Ou.
About the Role
We are looking for a driven, customer service oriented, roll up your sleeves type of leader who has a proven track record in building and delivering excellent service operations within financial services and is curious about innovative blockchain technology. As the Customer Service Operations Director, you will build out the initial customer service operations team for Figure Markets and learn all things about the business by sitting in the heart of the action. You will provide leadership to the Figure Markets Customer Service Operations team and oversee the day to day customer service. You will show your commitment and enthusiasm for the Customer Success function and the high level customer experience Figure Markets strives to achieve.
Your effective communication, problem solving, and attention to detail will contribute to key outcomes that secure existing business initiatives, drive brand engagement, and ensure customer success. You will keep Figure Markets accountable to its customers by leading the team in troubleshooting problems and providing solutions with knowledge and empathy.
What You’ll Do
- Define and build out the customer support operations processes for Figure Markets
- Promote brand recognition and loyalty by ensuring unrivaled support to our customers via phone, chat interactions, and email
- Oversee the day to day workforce management of the customer operations team and focus on delivering industry leading service
- Manage the shift schedule for accurate planning and shift coverage
- Resolve escalated complaint issues from the team and provide oversight
- Provide insight into metrics to collect and report
- Manage and report on onboarding processes for Figure Markets and all customer service interactions
- Read, analyze reporting, and make data-driven recommendations to management
- Provide regular performance feedback to the team
- Ensure performance and disciplinary issues are dealt with and escalated appropriately
- Drive a culture of diversity and inclusion within the team
- Make process improvements for Figure Pay and Figure Marketplace
- Participate in new training and licensing programs to expand the team’s capabilities
What We Look For
- BA/BS from an accredited university preferred
- 8+ years of experience in customer service and operations
- 5+ years of experience leading or supervising a team providing customer service and operations
- An experienced leader who fosters a value-based culture, with respectful interactions, behaviors, and attitudes.
- Flexibility and adaptability to ongoing refinements in process and structure
- Confident, friendly, and compassionate communication skills
- Ability to successfully complete the required compliance training
- A positive and problem solving approach to customer service
- Process driven organizational skills
- A quick and flexible learning style with the ability to navigate new technology platform
Benefits and Perks
- Competitive salary and growth opportunities
- Company quarterly performance based bonus
- Equity stock options package
- Employer funded comprehensive health, vision, dental insurance and wellness program for employees and their dependents
- Employer funded life and disability insurance coverage
- Company HSA, FSA, Dependent Care, 401k, and commuter benefits
- Up to 12 weeks paid family leave
- In office, remote, and hybrid work location options
- Home office and technology stipend for those working outside of a traditional office more than 75% of the time
- Flexible time-off plan to empower employees to take the time off that they want and need
- Continuing education reimbursement
- Routine Team swag deliveries!
For CO, NY, CA and WA residents, the salary range for this position is $ $120,000 - $150,000/year plus a 25% company and individual performance based bonus. Actual compensation may vary based on individual candidate experience and location.
Depending on your residential location certain laws might regulate the way Figure manages applicant data. California Residents, please review our California Employee and Prospective Employee 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.