Team Manager

About Figure

Figure is revolutionizing financial services with its disruptive, scaled, and rapidly expanding technology platform. By capitalizing on the loan origination activities on its platform and extensive network of partners, Figure is poised to deliver and scale new products that enhance efficiency and transparency in the industry. Through the integration of cutting-edge technology, Figure’s platform fosters more transparent and efficient capital markets, bolstered by the growing pool of assets originated on its platform. This transformational journey is fueled by a dedicated team at Figure, characterized by their drive, innovation, collaboration, and passion for building from scratch. 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 financial technology space.

FastCo Most Innovative Companies

Forbes Top 50 Blockchain Companies

About the Role:

We are seeking a dynamic, results driven, and customer service oriented Team Manager to lead a team of customer success agents and Specialists. As a Team Manager, you will oversee daily operations and team leadership, including monitoring key performance metrics, providing coaching and training to improve agent skills, and handling escalated customer issues to ensure timely resolution. 

This role requires strong leadership skills, excellent communication abilities, and a passion for driving team success.

What You’ll Do:

• Team Management: Provide strong leadership to a team, fostering a positive and collaborative work environment. Set clear expectations, motivate team members, and promote professional development.
• Performance Improvement: Oversee team performance closely, including ensuring key metrics, productivity, efficiency, and quality standards are met. Provide regular feedback, coaching, and performance evaluations to drive continuous improvement.
• Coaching and Development: Keep the team up-to-date on product knowledge, best practices, and company policies to enhance their skills and performance.
• Quality Assurance: Maintain quality assurance processes and ensure that customer interactions are handled with professionalism and accuracy. 
• Workforce Management: Oversee the day-to-day operations of the customer support team, ensuring that agents are empowered. Coordinate with Business Support Teams as needed to meet service level agreements (SLAs).
• Compliance and Policy Adherence: Ensure team adherence to Figure’s policies and standards. 
• Agent Supervision: Manage and process administrative tasks related to employees, such as disciplinary actions, performance records, and PTO. 
• Communication and Coordination: Serve as a liaison between the customer success team and other departments such as HR and IT to address any employee concerns. 

What We Look For

• BA/BS from an accredited university (preferred).
• 4+ years of experience in a customer-facing role.
• 1+ years of experience in a supervisory or team management role, in a customer support or contact center environment.
• Ability to obtain Mortgage Loan Originator License (or other licenses) based on business needs or requirements.
• Leadership Experience can be substituted for equivalent time in a CSA Senior or Specialist role.
• An experienced leader who fosters a value-based culture, with respectful interactions, behaviors, and attitudes.
• Previous experience in mortgage, financial services, or banking.
• Excellent problem-solving skills and ability to find innovative solutions to complex issues.  
• Ability to successfully thrive in a fast-paced, dynamic environment and adapt to changing priorities. 
• A positive and problem solving approach to customer service.
• Confident, friendly, and compassionate communication skills, with the ability to effectively communicate with team members and the leadership team. 
• A quick and flexible learning style with the ability to navigate new technology platforms.

For CO, NY, CA and WA residents, the salary range for this position is $70,400 - $75,000/year with a 25% Bonus Target and Equity. 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 General Workforce 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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Last updated on Aug 22, 2024