Senior Team Manager (Customer Support)

Team Manager

Company

Figure

Conditions

3 days ago SeniorSalary: 77K - 86KDallas, USA Hybrid Customer Support Jobs by Figure

Figure Figure uses blockchain technology to provide lending, trading, and investment solutions for consumer credit and digital assets. 15720 Brixham Hill Avenue, Suite 300, Charlotte, NC 28277, United States Funding Ipo ($788M) Unknown ($200M) Series D ($200M) Investors Sixth Street Golden Tree Rockaway Blockchain Fund (RBF) Digital Capital Management (DCM) 10T Holdings Projects Figure DeFi Figure HELOC Centralised Borrowing & Lending Figure Connect Payment Links & Request Tools Democratized Prime Centralised Borrowing & Lending Figure Exchange Centralised Exchange Crypto-Backed Loans Centralised Borrowing & Lending DART Developer Tooling DSCR Loan Centralised Borrowing & Lending About Figure Figure operates a vertically integrated blockchain-based capital markets platform for consumer assets and digital assets. The platform enables home equity lending, crypto-backed loans, tokenized asset trading, and yield-generating products through the Provenance Blockchain. Figure serves consumers, institutional partners, and investors across the United States. View jobs by Figure

Skills

Coaching Crm Customer Support Data Analysis Data Handling Leadership Nmls Performance Management Security Sla Training Workforce Management

About the Role

You will lead up to 18 Customer Success Associates and oversee their daily operations. You will set expectations, monitor performance and workflows, coach and train employees, resolve escalated customer issues, and maintain service-level adherence. You will also manage records, PTO, and disciplinary actions; coordinate with Workforce Management, HR, and IT; and follow security and data-handling procedures.

Requirements

• Hold an NMLS License or obtain one within 90 days of employment
• Meet qualifications for Qualified Individual licensing in required states
• Have 3–5 years of leadership experience in customer support
• Have experience managing performance metrics and improving teams
• Demonstrate communication, interpersonal, and problem-solving skills
• Be proficient with workforce management tools, CRM systems, and data analysis platforms
• Follow company security policies and data-handling procedures

Responsibilities

• Lead and motivate up to 18 Customer Success Associates
• Oversee daily team operations and workflows
• Track productivity, efficiency, quality, and SLA adherence
• Coach, train, and evaluate team members
• Maintain product knowledge, best practices, and policy awareness
• Resolve escalated customer issues
• Ensure adherence to company policies and standards
• Manage performance records, PTO, and disciplinary actions
• Liaise with Workforce Management, HR, and IT to resolve employee concerns
• Follow security policies and data-handling procedures
• Complete required security awareness training
• Report suspected security incidents or suspicious activity

Benefits

• Medical, dental, and vision coverage with select plans fully employer-paid for employees and dependents
• HSA, FSA, Dependent Care FSA, 401(k), and commuter benefits
• Employer-paid life and disability insurance
• 11 observed holidays and PTO plan
• Up to 12 weeks of paid family leave

Показать контакты