Customer Success Associate

Figure Lending • Dallas, TX

4d • Hybrid

About The Position

Figure Technology Solutions, Inc. is hiring a Customer Success Associate to support prospective and existing customers in a call center environment. The associate is a first point of contact, handling inbound phone calls, chats, and emails and helping customers understand Figure’s products, navigate applications, troubleshoot platform issues, and resolve concerns. The role requires clear, empathetic communication, attention to detail, and a solutions-oriented approach to delivering a strong customer experience.

The associate will build expertise in Figure’s products and processes, conduct video notary sessions, take part in training and licensing programs, and contribute to a collaborative Customer Support Center. The role also includes following company security and data-handling policies, completing required security training, and promptly reporting suspected security incidents. Figure will not sponsor work visas for this position. Compensation information is shown as placeholders in the posting: “(INSERT SALARY/HOURLY RATE)/hr” and a quarterly “(INSERT %)” bonus target, plus company equity in the form of RSUs.

Requirements

• At least 1 year in a customer-facing role.
• Ability to become a licensed e-notary, including passing Figure- and state-required background checks.
• Ability to successfully complete required compliance training.
• Dependable, reliable team player able to thrive in a fast-paced, high-volume environment.
• Adaptability and openness to changing processes.
• Clear, confident, and compassionate communication skills.
• Solutions-oriented mindset and commitment to an outstanding customer experience.
• Ability to build trust and rapport with customers over the phone and in writing.
• Process-driven organizational skills.
• Quick and flexible learner able to navigate new technology platforms.
• Ability to adhere to company security policies and data-handling procedures, complete required security awareness training, and report suspected security incidents.

Nice To Haves

• Bachelor of Arts or Bachelor of Science degree from an accredited university.

Responsibilities

• Handle inbound calls, chats, and emails from prospective and existing customers as a first point of contact.
• Provide guidance on Figure products and applications, and help customers navigate the application process.
• Troubleshoot issues and resolve customer concerns with empathy and efficiency.
• Deliver customer support by phone, chat, and email to promote trust and loyalty.
• Identify trends, gather insights, and contribute ideas to improve support processes and product experience.
• Provide technical support and troubleshoot platform issues.
• Conduct video notary sessions professionally and with attention to detail.
• Participate in training and licensing programs.
• Contribute to a collaborative team environment in the Customer Support Center.
• Follow company security policies and data-handling procedures; complete mandatory security awareness training and report suspected security incidents or suspicious activity.

Benefits

• Comprehensive health, vision, and dental insurance, with 100% employer-paid premiums for employees and their dependents on select plans.
• Company HSA, FSA, Dependent Care, 401(k), and commuter benefits.
• Employer-funded life and disability insurance coverage.
• 11 observed holidays and a PTO plan.
• Up to 12 weeks of paid family leave.
• Continuing education reimbursement.
• Quarterly bonus target (percentage not specified).
• Company equity in the form of RSUs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed