About the RoleWe are seeking a results-driven, customer-focused Team Manager to lead a team of up to 18 Customer Success Associates at varying levels. As a Team Manager, you will oversee daily operations, track performance metrics, develop team members through coaching and training, and manage escalated customer issues to ensure swift, effective resolution. This role plays a key part in delivering outstanding customer service while collaborating with cross-functional departments to drive operational success.
*This position requires holding an NMLS License, or obtaining one within 90 days of employment and meeting qualifications for Qualified Individual licensing in needed states.
What You'll Do- Provide hands-on leadership to create a positive, collaborative work environment by setting clear expectations, motivating the team, and supporting professional growth.
- Oversee team performance, focusing on metrics like productivity, efficiency, quality, and SLA adherence, while driving continuous improvement through coaching and regular evaluations.
- Equip the team with up-to-date product knowledge, best practices, and company policies to ensure consistent, high-quality customer interactions.
- Manage daily team operations, addressing escalated issues, monitoring workflows, and empowering agents to meet SLAs.
- Ensure team adherence to Figure's policies and standards.
- Handle administrative responsibilities, such as managing performance records, PTO, and disciplinary actions, in compliance with company policies.
- Serve as a liaison with Workforce Management, HR, and IT to resolve employee concerns and maintain operational efficiency.
What We Look For- 3-5 years of leadership experience in customer support, preferably in contact centers or financial services industries, with a proven ability to manage performance metrics and drive team improvements.
- Strong communication and interpersonal skills, with the ability to inspire, develop, and hold team members accountable while fostering a culture of excellence and continuous improvement.
- Proven ability to ensure policy adherence, taking full ownership of team results.
- Strategic thinker with advanced problem-solving skills, capable of implementing innovative solutions in dynamic, evolving environments.
- Results-driven leader with confident, compassionate communication skills, effective in engaging with both team members and leadership.
- High proficiency in workforce management tools, CRM systems, and data analysis platforms.
- Adhere to all company security policies and data handling procedures.
- Complete mandatory security awareness training within required timeframes.
- Promptly report any suspected security incidents or suspicious activity to the Security team.
Salary- Base Compensation Range: $77,400 - $86,000/yr
- 25% annual bonus target, paid quarterly
- Company equity in the form of RSUs
This is the compensation range for the role in the United States. Actual compensation may vary based on a candidate's experience, skills, location, internal equity, and evolving business needs. While most offers are generally made within the middle of the range, final compensation is determined based on the factors above.
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
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