Team Manager

Position:
Team Manager

Company:
Figure

Compensation:
Base Compensation Range: $77,400 - $94,600/yr
25% annual bonus target, paid quarterly
Company equity in the form of RSUs

Location:
United States, Reno, NV

Employment type:
Not specified

Work Arrangement:
Not specified

Short Summary:
We are seeking a results-driven, customer-focused Team Manager to lead a team of up to 18 Customer Success Associates. This role involves overseeing daily operations, tracking performance metrics, and managing escalated customer issues to ensure effective resolution.

Responsibilities:
- Provide hands-on leadership to create a positive, collaborative work environment.
- Oversee team performance focusing on productivity, efficiency, quality, and SLA adherence.
- Equip the team with up-to-date product knowledge and best practices.
- Manage daily team operations and address escalated issues.
- Ensure team adherence to Figure’s policies and standards.
- Handle administrative responsibilities in compliance with company policies.
- Serve as a liaison with Workforce Management, HR, and IT.

Requirement:
- 3–5 years of leadership experience in customer support, preferably in contact centers or financial services.
- Strong communication and interpersonal skills.
- Proven ability to ensure policy adherence and take ownership of team results.
- Strategic thinker with advanced problem-solving skills.
- High proficiency in workforce management tools, CRM systems, and data analysis platforms.

Benefits:
- Comprehensive medical, dental, and vision coverage with 100% employer-paid premiums for employees and their dependents on select plans.
- Company HSA, FSA, Dependent Care FSA, 401(k), and commuter benefits.
- Employer-paid life and disability insurance.
- 11 observed holidays and PTO plan.
- Up to 12 weeks of paid family leave.
- Continuing education reimbursement.