Customer Success Associate

About Figure Markets

Figure Markets is democratizing finance through blockchain.  We’re building the exchange for everything - a decentralized custody marketplace for crypto, stocks, bonds, credit and more.  We’re bringing best in class leverage, margining and liquidity to our exchange, while offering our members extensive borrowing options and unique investment opportunities.

Figure Markets is built on the Provenance Blockchain, and we use its native token, Hash, on the exchange.  Provenance Blockchain embodies truth over trust and provides a foundation for Figure Markets to bring transparency and efficiency in a decentralized world.

Figure Markets is backed by leading venture capital firms and strategic partners, including Jump Crypto, Pantera, Distributed Global, Faction Lightspeed, NewForm Capital and CMT Digital.  Figure Markets was founded by a seasoned team of entrepreneurs and operators from tradfi, fintech and defi, including Mike Cagney and June Ou.

About the Role

We are looking for a Customer 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.

What You’ll Do

• 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.

What We Look For

• 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.

Benefits and Perks

• Competitive salary and growth opportunities 
• Company quarterly performance based bonus
• Equity stock options package
• Employer funded comprehensive health, vision, dental insurance and wellness program for employees and their dependents
• Employer funded life and disability insurance coverage
• Company HSA, FSA, Dependent Care, 401k, and commuter benefits
• Up to 12 weeks paid family leave 
• Home office and technology stipend for those working outside of a traditional office more than 75% of the time
• Flexible time-off plan to empower employees to take the time off that they want and need
• Continuing education reimbursement
• Routine Team swag deliveries!