Customer Success Manager
SamaSalary not specified
Full Time
Entry Level & New Grad
Not SpecifiedCompensation
N/AExperience Level
N/AJob Type
Not SpecifiedVisa
N/AIndustries
Requirements
- 3+ years in a front line support and/or customer-facing role
- 2+ years of experience working with trading or an exchange platform, preferred
- Proven background in being a dependable and reliable team player
- Flexibility and adaptability to ongoing refinements in process and structure
- Confident, friendly, and compassionate communication skills
- Successfully complete the required compliance training
- A positive and problem-solving approach to customer service
- Ability to instill trust and rapport with customers
- BA/BS from an accredited university preferred
- Process-driven organizational skills
- A quick and flexible learning style
Responsibilities
- Be the point of contact and advocate for retail and institutional clients and investors
- Guide new users through the onboarding process to ensure seamless account creation and verification
- Educate Exchange clients and investors on Figure Markets and its products with knowledge and enthusiasm
- Act as a bridge between customers and internal teams to address any concerns and to ensure customer satisfaction
- Promote brand recognition and loyalty by ensuring unrivaled support to our clients and investors via phone, chat interactions, and email
- Leveraging data-driven insights, provide strategic recommendations to our Product Development team, influencing feature enhancements and ultimately contributing to the creation of an outstanding customer experience
- Provide technical support and troubleshooting on a variety of potential issues. Triage and route the identification of technical bugs. Provide recommendations and track until resolved
- Gather data-driven insights and analysis to operationalize and scale key processes
- Recommend modifications and additions to the Team's guiding documents including relevant policies & procedures
- Create cohesive and visually appealing and professional guides, flow charts, FAQs, and other content to support frictionless customer experiences
Skills
Figure
Blockchain-based home equity lending solutions
About Figure
Figure is a financial technology company that uses blockchain technology to improve financial transactions, specifically in the home equity lending market. It offers products like Home Equity Lines of Credit (HELOCs) and mortgage refinancing, allowing homeowners to access their home equity quickly and efficiently. The application process is fully online, enabling homeowners to receive funds in as little as five days, which is much faster than traditional banks that can take weeks or months. Figure ensures secure and cost-effective transactions through blockchain, and it generates revenue from origination fees and interest on loans, with competitive rates starting at 3.49% APR. Targeting homeowners across various U.S. states, Figure aims to meet the demand for quick access to home equity for purposes like home improvements or debt consolidation.
San Francisco, CaliforniaHeadquarters
2018Year Founded
$406.6MTotal Funding
SERIES_DCompany Stage
Fintech, Crypto & Web3Industries
201-500Employees
Benefits
Health & wellness - Figure pays 100% of premium costs for employees and dependents for medical, dental, and vision insurance (with the exception of costs associated with the buy-up medical plan.)
Continuing education - Figure will reimburse eligible employees for approved continuing education that either offers growth in an area related to his or her current position or that may lead to promotional opportunities.
Flexible time off - We offer 10 company-wide holidays plus one personal holiday, generous Flexible Time Away (FTA), Paid Time Off (PTO), and Paid Parental Leave.
Bonus & stock options - Figure’s Bonus Plan recognizes and rewards eligible employees’ efforts and contributions. Eligible employees are also granted an option to purchase a set number of shares of Figure’s common stock.
Risks
Recent layoffs may indicate financial instability or restructuring challenges.
New piggyback loan product could increase financial risk amid housing affordability issues.
Volatile crypto market could impact Figure's blockchain initiatives.
Differentiation
Figure uses blockchain to offer fast, secure home equity access in five days.
The company provides a fully online application process, unlike traditional banks.
Figure's competitive interest rates start as low as 3.49% APR.
Upsides
Increased blockchain adoption boosts Figure's secure transaction offerings.
Figure Connect taps into the demand for liquid private capital markets.
Michael Tannenbaum's appointment as CEO suggests potential for growth.
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