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Figure · 1 day ago

Customer Success Operations Associate

United States

Full-time

Remote

Mid Level

$29/hr - $33/hr

3+ years exp

Figure is transforming capital markets through blockchain, providing innovative solutions in the financial sector. The Customer Success Operations Associate will support clients and investors by offering product, technical, and educational assistance, while ensuring customer satisfaction and engagement.

BlockchainFinanceFinancial ServicesFinTech

No H1B

U.S. Citizen Only

Responsibilities

Be the point of contact and advocate for retail and institutional clients and investors

Guide new users through the onboarding process to ensure seamless account creation and verification

Educate Exchange clients and investors on Figure Markets and its products with knowledge and enthusiasm

Act as a bridge between customers and internal teams to address any concerns and to ensure customer satisfaction

Promote brand recognition and loyalty by ensuring unrivaled support to our clients and investors via phone, chat interactions, and email

Leveraging data-driven insights, provide strategic recommendations to our Product Development team, influencing feature enhancements and ultimately contributing to the creation of an outstanding customer experience

Provide technical support and troubleshooting on a variety of potential issues. Triage and route the identification of technical bugs. Provide recommendations and track until resolved

Gather data-driven insights and analysis to operationalize and scale key processes

Recommend modifications and additions to the Team's guiding documents including relevant policies & procedures

Create cohesive and visually appealing and professional guides, flow charts, FAQs, and other content to support frictionless customer experiences