Customer Service Director jobs in San Francisco, CA

About Figure

Figure is transforming the trillion dollar financial services industry using blockchain technology. 

In six years, Figure has unveiled a series of fintech firsts using the Provenance blockchain for loan origination, equity management, private fund services, banking and payments sectors - bringing speed, efficiency and savings to both consumers and institutions. Today, Figure is one of less than a thousand companies considered a unicorn, globally.

Our mission requires us to have a creative, team-oriented, and supportive environment where everyone can do their absolute best. The team is composed of driven, innovative, collaborative, and curious people who love architecting ground-breaking technologies. We value individuals who bring an entrepreneurial mindset to every task and will embrace our culture of innovation. 

Every day at Figure is a journey in continuous learning yet a daily focus on getting work done that makes a difference. Join a team of proven leaders who have already created billions of dollars in value in the FinTech space!

Forbes Top 50 Blockchain Companies

Figure Series D Announcement

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. 

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