Director, Figure Markets Customer Service

About Figure

Figure (NASDAQ: FIGR) is transforming capital markets through blockchain. We’re proving that blockchain isn’t just theory - it’s powering real products used by hundreds of thousands of consumers and institutions. 

By combining blockchain’s transparency and efficiency with AI-driven automation, we’ve reimagined how loans are originated, funded, and traded in secondary markets. From faster processing times to lower costs and reduced bias, our technology is helping borrowers, investors, and financial institutions achieve better outcomes.

Together with our 170+ partners, we’ve originated over $17 billion in home equity loans (HELOCs) on our blockchain-native platform, making Figure the largest non-bank provider of home equity financing in the U.S. Figure’s ecosystem also includes YLDS, an SEC-registered yield-bearing stablecoin that operates as a tokenized money market fund, and several other products and platforms that are reshaping consumer finance and capital markets. 

We’re proud to be recognized as one of Forbes’ Most Innovative Fintech Startups in 2025 and Fast Company’s Most Innovative Companies in Finance and Personal Finance.

About the Role

We are looking for a driven, customer service oriented, roll up your sleeves type of leader who has a proven track record in building and delivering excellent service operations within financial services and is curious about innovative blockchain technology.  As the Customer Service Operations Director, you will build out the initial customer service operations team for Figure Markets and learn all things about the business by sitting in the heart of the action.  You will provide leadership to the Figure Markets Customer Service Operations team and oversee the day to day customer service. You will show your commitment and enthusiasm for the Customer Success function and the high level customer experience Figure Markets strives to achieve. 

Your effective communication, problem solving, and attention to detail will contribute to key outcomes that secure existing business initiatives, drive brand engagement, and ensure customer success. You will keep Figure Markets accountable to its customers by leading the team in troubleshooting problems and providing solutions with knowledge and empathy.

What You’ll Do

• Define and build out the customer support operations processes for Figure Markets 
• Promote brand recognition and loyalty by ensuring unrivaled support to our customers via phone, chat interactions, and email 
• Oversee the day to day workforce management of the customer operations team and focus on delivering industry leading service 
• Manage the shift schedule for accurate planning and shift coverage 
• Resolve escalated complaint issues from the team and provide oversight
• Provide insight into metrics to collect and report
• Manage and report on onboarding processes for Figure Markets and all customer service interactions
• Read, analyze reporting, and make data-driven recommendations to management
• Provide regular performance feedback to the team  
• Ensure performance and disciplinary issues are dealt with and escalated appropriately
• Drive a culture of diversity and inclusion within the team
• Make process improvements for Figure Pay and Figure Marketplace
• Participate in new training and licensing programs to expand the team’s capabilities

What We Look For

• BA/BS from an accredited university preferred
• 8+ years of experience in customer service and operations 
• 5+ years of experience leading or supervising a team providing customer service and operations
• Experience working in the crypto industry
• An experienced leader who fosters a value-based culture, with respectful interactions, behaviors, and attitudes.
• Flexibility and adaptability to ongoing refinements in process and structure
• Confident, friendly, and compassionate communication skills 
• Ability to successfully complete the required compliance training 
• A positive and problem solving approach to customer service  
• Process driven organizational skills  
• A quick and flexible learning style with the ability to navigate new technology platform

Salary

• Compensation Range: $138,400 - $173,000/yr
• 25% annual bonus target, paid quarterly 
• Company equity in the form of RSUs
• This is the compensation range for the United States, actual compensation may vary based on individual candidate experience, location, or evolving business needs

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, 401k, and commuter benefits
• Employer-funded life and disability insurance coverage
• 11 Observed Holidays & PTO plan
• Up to 12 weeks paid family leave
• Continuing education reimbursement

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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