Customer Success Operations Associate - Remote

About Figure

Figure (NASDAQ: FIGR) is transforming capital markets through blockchain. We’re proving that blockchain isn’t just theory - it’s powering real products used by hundreds of thousands of consumers and institutions.

By combining blockchain’s transparency and efficiency with AI-driven automation, we’ve reimagined how loans are originated, funded, and traded in secondary markets. From faster processing times to lower costs and reduced bias, our technology is helping borrowers, investors, and financial institutions achieve better outcomes.

Together with our 170+ partners, we’ve originated over $17 billion in home equity loans (HELOCs) on our blockchain-native platform, making Figure the largest non-bank provider of home equity financing in the U.S. Figure’s ecosystem also includes YLDS, an SEC-registered yield-bearing stablecoin that operates as a tokenized money market fund, and several other products and platforms that are reshaping consumer finance and capital markets.

We’re proud to be recognized as one of Forbes’ Most Innovative Fintech Startups in 2025 and Fast Company’s Most Innovative Companies in Finance and Personal Finance.

We are looking for a Markets Success Associate with a strong knowledge of trading platforms to be our first line of support for a wide range of clients and investors for all things Figure Markets. This role will sit in the heart of the action: providing product, technical, and educational support along with working cross functionally with Risk Management, Engineers, People Operations, Accounting, and more.

Your effective communication, task-driven problem solving, and attention to detail will contribute to key outcomes that secure existing business initiatives, drive brand engagement, and ensure customer success. You will keep Figure Markets accountable to its customers by troubleshooting problems and providing solutions with knowledge and empathy and efficiency.

• 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.

• 3+ years in a front line support and/or customer-facing role.
• 2+ years of experience working with trading or an exchange platform, preferred.
• Proven background in being a dependable and reliable team player.
• Flexibility and adaptability to ongoing refinements in process and structure.
• Confident, friendly, and compassionate communication skills.
• Successfully complete the required compliance training.
• A positive and problem-solving approach to customer service.
• Ability to instill trust and rapport with customers.
• BA/BS from an accredited university preferred.
• Process-driven organizational skills.
• A quick and flexible learning style with the ability to navigate new technology platforms.

• Compensation Range: $29/hr-$33/hr
• 15% bonus target, paid quarterly
• This is the compensation range for the United States, actual compensation may vary based on individual candidate experience, location, or evolving business needs