Related skills
team management customer support data analysis leadership crm systems📋 Description
- Lead the team to a positive, collaborative environment; set expectations and coach growth.
- Track performance metrics: productivity, efficiency, quality, and SLA adherence; coach regularly.
- Keep the team informed with up-to-date product knowledge, policies, and best practices.
- Manage daily operations; address escalations; monitor workflows; help meet SLAs.
- Ensure adherence to Figure policies and standards.
- Handle admin tasks: performance records, PTOs, disciplinary actions.
🎯 Requirements
- 3–5 years leadership in customer support, with metrics focus.
- Strong communication; inspire, develop, and hold team members accountable.
- Ensure policy adherence; own team results.
- Strategic thinker; solve problems and implement innovative solutions.
- Results-driven; confident, compassionate; engage with team and leadership.
- Proficient with workforce management tools, CRM systems, and data analysis platforms.
🎁 Benefits
- Comprehensive health, vision, dental; premiums for employees and dependents on select plans
- Company HSA, FSA, Dependent Care, 401k, and commuter benefits
- Employer-funded life and disability insurance
- 11 observed holidays and PTO
- Up to 12 weeks paid family leave
- Continuing education reimbursement
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