Blockchain Customer Success Advocate

6 days ago


Charlotte, North Carolina, United States Figure Full time

About Figure

Figure is a leading fintech company leveraging blockchain technology to revolutionize the financial services industry.

We are a team of driven, innovative, and collaborative individuals who are passionate about architecting groundbreaking technologies. Our mission requires us to have a creative, team-oriented, and supportive environment where everyone can do their absolute best.

In this role, you will learn all things Figure by sitting in the heart of the action: providing product, technical, and educational support to our potential and existing customers.

Your Responsibilities:

  • Be the first point of contact and advocate for our customers
  • Handle customer inquiries via omni-channel communication and process applications with exceptional customer service
  • Educate customers on Figure and our products with knowledge and enthusiasm
  • Promote brand recognition and loyalty by ensuring unrivaled support to our customers via phone, chat interactions, and email
  • Gather key insights and assist in process improvement for Figure's products and services and the impact to our customer experience
  • Provide technical support and troubleshooting on a variety of potential issues
  • Conduct video notary sessions with attention to detail and professionalism and follow up daily with multi-vendor coordination when needed

Requirements:

  • Bachelor's degree from an accredited university preferred with 1+ years in a customer-facing role
  • 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
  • Ability to become a licensed e-notary including passing the Figure and state required background check
  • Successfully complete the required compliance trainings
  • A positive and problem-solving approach to customer service
  • Ability to instill trust and rapport with customers
  • Process-driven organizational skills
  • A quick and flexible learning style with the ability to navigate new technology platforms

What We Offer:

  • Competitive salary ($55,000 - $65,000 per year)
  • Company quarterly performance-based bonus
  • 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
  • Continuing education reimbursement

How We Operate:

This is a full-time role based on a 40-hour workweek. 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 M-F 5am-9pm Pacific and Sat-Sun 6am-5pm Pacific.



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