Customer Success Associate

Job Description

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 $17 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're looking for driven, customer-focused teammates who are curious about innovative blockchain technology and financial services. As a Customer Success Associate (CSA), you'll work in a call center environment, where your primary responsibility is handling inbound phone calls, chats, and emails from customers. You'll be the voice of Figure, helping people understand our products, navigate the application process, and move confidently through each step of their experience.

In this role, you'll gain deep knowledge of Figure by working in a fast-paced call center environment, by becoming an expert in our products to resolve issues, and move customers confidently through the application process. Your communication skills, problem-solving ability, and attention to detail will drive critical outcomes that support our business goals and elevate the customer experience.

What You'll Do

• Champion the customer support experience as the first point of contact for prospective and existing customers managing inbound calls, chats, and emails to provide expert guidance on our products and their applications.
• Help customers navigate the application process, troubleshoot issues, and resolve concerns with empathy and efficiency.
• Promote brand trust and loyalty by delivering exceptional support to our customers via phone, chat interactions and email.
• Identify trends, gather key insights, and contribute ideas to improve customer support processes and product experience.
• Provide technical support and troubleshooting on a variety of platform issues.
• Conduct video notary sessions with attention to detail and professionalism.
• Participate in new training and licensing programs to grow your skills and support team goals.
• Contribute to a high-energy, collaborative team environment in the Customer Support Center.

What We Look For

• 1+ years in a customer-facing role.
• BA/BS from an accredited university preferred.
• A dependable and reliable team player who thrives in a fast-paced, high-volume environment.
• Adaptable and open to change as processes evolve.
• Clear, confident, and compassionate communication skills.
• Ability to become a licensed e-notary, including passing the Figure and state required background checks.
• Successfully complete the required compliance training.
• A solutions-oriented mindset and commitment to providing an outstanding customer experience.
• Ability to build trust and rapport with customers over the phone and in writing.
• Process driven organizational skills
• A quick and flexible learning style with the ability to navigate new technology platforms.
• Ability to thrive in a fast-paced growing company

How We Operate

This is a full time role based on a 40-hour work week. Schedules are assigned after training, and operate on a shift bid structure. In order to promote the best performance possible, top performers are able to bid for their preference in shifts first. Hours of operation are Monday- Sunday 9am-9pm EST.

Salary

• Compensation: $22/hr with the potential to earn up to $25/hr in your first 6 months depending on performance
• Monthly Bonus: Can range anywhere from $0 - $1,300/month

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.

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