TEAMS Operations & Customer Experience Associate

FIGS•Santa Monica, CA

7h•$29 - $31

About The Position

As an Operations & Customer Experience Associate for TEAMS, you will provide front-line customer support and help build and scale an exceptional experience for institutional customers. You will answer questions, resolve issues, and support customers throughout their journey. As a founding member of TEAMS’ customer experience and operations function, you will help shape processes and establish a high standard of service.

Requirements

At least 3 years of experience in a customer experience, customer support, or operations role; ideally with exposure to high-touch or enterprise clients.
Excellent written communication skills and strong attention to detail.
Strong problem-solving ability.
Passion for delivering excellent customer experiences and going above and beyond.
Entrepreneurial mindset and enthusiasm for building a new capability within TEAMS.
Strong organizational skills and ability to manage multiple priorities and move quickly.
Proactive, team-oriented attitude and strong sense of ownership.

Nice To Haves

Experience with support platforms and CRMs such as Gorgias, Zendesk, and HubSpot.

Responsibilities

Provide white-glove support to TEAMS customers through email and other channels, answering questions about orders, embroidery, shipment tracking, and the platform.
Troubleshoot order issues with empathy, speed, and accuracy to ensure customer satisfaction.
Provide elevated support to VIP and custom customers with complex or high-touch needs.
Work cross-functionally with teams such as fulfillment, sales, and product to escalate and resolve issues.
Identify process gaps and pain points and partner with the team to improve support workflows.
Assist with operational tasks, including order reviews, customer communications, and system documentation.
Contribute to developing scalable processes, tools, and FAQs as TEAMS grows.

Benefits

Opportunity for FIGS stock ownership through the new-hire equity program.
Discount on FIGS stock purchases through the FIGS Employee Stock Purchase Plan.
Eligibility to participate in the FIGS annual bonus program.
Comprehensive benefits and perks package focused on well-being.
Premium medical, dental, and vision coverage.
Access to wellness services through ClassPass.
FIGS-sponsored life and disability insurance.
401(k) plan with company match on up to the first 6% of contributions.
12 company holidays.
Flexible vacation for salaried team members or up to 3 weeks of accrued vacation for hourly team members.
Paid time away for baby bonding, including parental leave, new parent care meals, and a transition back to work for primary caregivers.
50% discount on FIGS products and a separate 25% discount code for family and friends.
In-office catered meals, stocked pantry and fridge, and biweekly barista service.
Access to FIGS Vet and discounted pet insurance.