Customer Success Associate

About the role

As a Customer Success Associate, you will be the voice of Figure for customers navigating important financial decisions. You will help them understand our products, move through the application process, resolve issues, and feel confident every step of the way across phone, chat, and email.

Responsibilities

• Serve as a trusted first point of contact for prospective and existing customers across phone, chat, and email
• Help customers navigate the application process, resolve blockers, and better understand our products
• Build expertise in the Figure ecosystem, including HELOCs and other financial products and processes
• Explain complex financial concepts in a clear, simple, customer-friendly way
• Provide troubleshooting support across a range of customer and platform issues
• Conduct video notary sessions with professionalism, attention to detail, and care
• Complete compliance-related steps accurately and consistently
• Identify trends and share ideas that improve the customer experience and support team effectiveness
• Contribute to a high-performing, team-oriented environment where reliability and strong execution matter

Requirements

• No prior fintech experience is required. We'll teach you the products, processes, and tools.
• Growth at Figure is real. In 2025 alone, 115 employees across Customer Operations received a pay increase or promotion.

Qualifications

• 1+ year of experience in a customer-facing role
• Strong verbal and written communication skills
• Ability to explain complex information clearly and build trust with customers
• Comfort working in a structured, fast-paced, high-volume environment
• Adhere to all company security policies and data handling procedures
• Promptly report any suspected security incidents or suspicious activity to the Security team
• Strong attention to detail and ability to follow process accurately
• Confidence learning new systems and navigating multiple technology platforms
• Able to complete required compliance training
• Able to become a licensed e-notary, including passing required background checks

Skills

• Customer service skills
• Communication skills
• Problem-solving skills
• Technical proficiency

Benefits

• Earn up to $71,000 a year in total compensation after the probationary period, including shift differentials and monthly bonus opportunity
• Company-paid medical, dental, and vision benefits for employees and dependents on select plans
• Hybrid flexibility after training
• Continuing education reimbursement
• Paid family leave
• New Hire and Anniversary Swag
• Employee Recognition Program

Pay

Compensation ranges from $46,000 to $71,000 annually, depending on experience and qualifications.

Schedule

Full-time position with flexible hours to accommodate customer needs.