Customer Success Operations Associate

Customer Success Operations Associate
#удаленка
Company:Figure
Salary: $81k - $92k estimated
🔹What You’ll Do
-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.

🔹What We Look For
-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 with the ability to navigate new technology platforms.
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