Be the first line of support for a modern trading platform where speed, accuracy, and trust matter. You’ll guide users through onboarding, troubleshoot technical issues, and turn frontline insights into better processes and a smoother customer experience.
About Figure
Figure (NASDAQ: FIGR) is a fintech transforming capital markets through blockchain and AI-driven automation. They’ve originated over $17B in home equity loans on their blockchain-native platform and operate products like Figure Markets and YLDS (an SEC-registered yield-bearing stablecoin). Figure works with 170+ partners and is recognized by outlets like Forbes and Fast Company for innovation.
Schedule
• Fully remote (United States)
• Compliance training required
• No visa sponsorship available
• Role supports retail and institutional clients through phone, chat, and email
What You’ll Do
⦁ Serve as the point of contact and advocate for retail and institutional clients and investors
⦁ Guide new users through onboarding, including account setup and verification
⦁ Educate users on Figure Markets and products with clarity, confidence, and patience
⦁ Bridge customer needs to internal teams (Risk, Engineering, Accounting, People Ops, Product) to resolve issues fast
⦁ Provide technical support and troubleshooting, including triaging bugs, routing issues, and tracking them through resolution
⦁ Deliver high-quality support via phone, chat, and email that builds loyalty and trust
⦁ Use data-driven insights to recommend improvements to Product and help influence feature enhancements
⦁ Gather analysis to operationalize and scale key processes across the support function
⦁ Maintain and improve team policies, procedures, and guiding documents
⦁ Create customer-facing resources like guides, flow charts, FAQs, and support content for frictionless experiences
What You Need
⦁ 3+ years in a frontline support and/or customer-facing role
⦁ 2+ years of experience with trading or exchange platforms (preferred)
⦁ Strong communication skills that are confident, friendly, and compassionate
⦁ Reliable, dependable team-player track record
⦁ Flexibility and adaptability in evolving processes and structure
⦁ Process-driven organization with strong attention to detail
⦁ Quick learner who can navigate new technology platforms comfortably
⦁ BA/BS preferred
⦁ Ability to successfully complete required compliance training
Benefits
⦁ Pay range: $29–$33/hour (based on experience, location, and business needs)
⦁ 15% bonus target, paid quarterly
⦁ Health, dental, and vision insurance with 100% employer-paid premiums for employees and dependents on select plans
⦁ HSA, FSA, Dependent Care, 401(k), and commuter benefits
⦁ Employer-funded life and disability coverage
⦁ 11 observed holidays plus PTO plan
⦁ Up to 12 weeks paid family leave
⦁ Continuing education reimbursement
This role sits close to the action. If you can handle technical support with calm energy and turn chaos into clean process, jump on it.
Help customers feel confident using a next-gen finance platform, and help the product get better because you’re paying attention.
Happy Hunting,
~Two Chicks…