TEAMS Operations & Customer Experience Associate

FIGS•Santa Monica, CA

About The Position

The Operations & Customer Experience Associate for TEAMS is a founding member of the team’s customer experience and operations function. This role provides front-line support to institutional customers, helps resolve issues, and contributes to building and scaling service processes. The associate supports customers with orders, embroidery, shipment tracking, and platform navigation, while providing elevated support for VIP and custom customers with complex needs. The role also assists with operational tasks and helps develop scalable workflows, tools, and FAQs as TEAMS grows.

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 interest in helping build a new capability within TEAMS.
Highly organized, with the ability to manage multiple priorities and move quickly.
Proactive team player with a strong sense of ownership.

Nice To Haves

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

Responsibilities

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

Benefits

Opportunity to own FIGS stock through the new-hire equity program.
Discount when voluntarily purchasing FIGS stock through the FIGS Employee Stock Purchase Plan.
Eligibility to participate in the annual bonus program.
Comprehensive benefits and perks package focused on well-being, including premium medical, dental, and vision coverage.
Access to wellness services through Classpass.
FIGS-sponsored life insurance and disability insurance.
401(k) with company match up to the first 6% of employee contributions.
Paid time off and 12 company holidays; salaried employees receive flexible vacation, and hourly employees can accrue up to 3 weeks of vacation.
Baby-bonding time, including parental leave, new-parent care meals, and a transition back to work for primary caregivers.
50% discount on FIGS products and a separate code for family and friends to receive a 25% site-wide discount.
In-office catered meals, stocked pantry and fridge, and a biweekly on-site barista.
Access to FIGS Vet and discounted pet insurance.