Customer Success Operations Associate
Skills
- Customer-facing support and case management
- Platform and trading/exchange knowledge
- Technical troubleshooting and bug triage
- Clear, empathetic verbal and written communication
- Data-driven analysis and reporting
- Knowledge base and documentation creation
- Cross-functional collaboration and escalation management
- Process orientation and attention to detail
Responsibilities
- Serve as primary point of contact and advocate for retail and institutional clients and investors across phone, chat, and email
- Guide new users through account creation, verification, and onboarding workflows
- Educate clients on Figure Markets products, platform features, and trading workflows
- Triage technical issues, identify bugs, route to engineering, and track resolution
- Collaborate cross-functionally with Risk, Engineering, Product, Accounting, and People Operations to resolve customer issues
- Analyze customer interactions and platform data to produce insights and strategic recommendations for Product
- Create and maintain clear, professional guides, flowcharts, FAQs, and knowledge base content
- Recommend updates to team policies, procedures, and operational playbooks
- Promote brand loyalty through timely, empathetic, and accurate customer support
- Support compliance training requirements and ensure adherence to regulatory processes
Education
- BA/BS from an accredited university preferred
- High school diploma or equivalent required
Benefits
- Comprehensive health, vision, and dental insurance with select plans 100% employer-paid for employees and dependents
- Company HSA, FSA, Dependent Care, 401(k), and commuter benefits
- Employer-funded life and disability insurance
- 11 observed holidays and PTO plan
- Up to 12 weeks paid family leave
- Continuing education reimbursement
- 15% annual bonus target (paid quarterly) and equity stock options
Average salary estimate
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