Director, Figure Markets Customer Service

This role involves defining and building customer support operations processes for Figure Markets while promoting brand recognition and loyalty by ensuring support to customers via phone, chat interactions, and email. Overseeing the day-to-day workforce management entails delivering industry-leading service and handling shift schedules for accurate planning and coverage.

As Director, you will resolve escalated complaint issues and offer insight into metrics, onboard new team members and customer service interactions, and read and analyze reports to provide recommendations.

Furthermore, the role requires providing regular performance feedback as well as ensuring performance and disciplinary issues are dealt with and escalated as necessary. Drive a culture of diversity and inclusion to make process improvements for Figure Pay and Figure Marketplace, participating in new training and licensing programs.