Customer Success Associate
Figure, Reno, NV, United States
Customer Success Associate
Reno, NV
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.
About the Role
As a Customer Success Associate, you will be the voice of Figure for customers navigating important financial decisions. You will help them understand our products, move through the application process, resolve issues, and feel confident every step of the way across phone, chat, and email.
No prior fintech experience is required. We'll teach you the products, processes, and tools. Growth at Figure is real. In 2025 alone, 115 employees across Customer Operations received a pay increase or promotion.
Start your career in fintech with a role that offers real responsibility, strong benefits, recognition opportunities, and the chance to build specialized skills right here in Reno.
Compensation & Perks
Earn up to $71,000 a year in total compensation after the probationary period, including shift differentials and monthly bonus opportunity
Company-paid medical, dental, and vision benefits for employees and dependents on select plans
Paid holidays, PTO, and sick time
Hybrid flexibility after training
Continuing education reimbursement
Paid family leave
New Hire and Anniversary Swag
Employee Recognition Program
What You'll Do
Serve as a trusted first point of contact for prospective and existing customers across phone, chat, and email
Help customers navigate the application process, resolve blockers, and better understand our products
Build expertise in the Figure ecosystem, including HELOCs and other financial products and processes
Explain complex financial concepts in a clear, simple, customer-friendly way
Provide troubleshooting support across a range of customer and platform issues
Conduct video notary sessions with professionalism, attention to detail, and care
Complete compliance-related steps accurately and consistently
Identify trends and share ideas that improve the customer experience and support team effectiveness
Participate in training and licensing programs that expand your skill set
Contribute to a high-performing, team-oriented environment where reliability and strong execution matter
What We Look For
1+ year of experience in a customer-facing role
Strong verbal and written communication skills
Ability to explain complex information clearly and build trust with customers
Comfort working in a structured, fast-paced, high-volume environment
Strong attention to detail and ability to follow process accurately
Confidence learning new systems and navigating multiple technology platforms
Ability to complete required compliance training
Ability to become a licensed e-notary, including passing required background checks
How We Operate
This is a full time role based on a 40-hour work week. Schedules are assigned after training, and operate on a shift bid structure. In order to promote the best performance possible, top performers are able to bid for their preference in shifts first. Hours of operation are Monday-Friday 6am to 9pm and Saturday-Sunday 6am-5pm PST.
Benefits
Comprehensive health, vision, and dental insurance with 100% employer-paid premiums for employees and their dependents on select plans
Company HSA, FSA, Dependent Care, 401k, and commuter benefits
Employer-funded life and disability insurance coverage
11 Observed Holidays & PTO plan
Up to 12 weeks paid family leave
Continuing education reimbursement
Depending on your residential location certain laws might regulate the way Figure manages applicant data. California Residents, please review our California Employee and General Workforce Privacy Notice for further information. By submitting your application, you are agreeing and acknowledging that you have read and understand the above notice.
Figure will not sponsor work visas for this position. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
Reno, NV
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.
About the Role
As a Customer Success Associate, you will be the voice of Figure for customers navigating important financial decisions. You will help them understand our products, move through the application process, resolve issues, and feel confident every step of the way across phone, chat, and email.
No prior fintech experience is required. We'll teach you the products, processes, and tools. Growth at Figure is real. In 2025 alone, 115 employees across Customer Operations received a pay increase or promotion.
Start your career in fintech with a role that offers real responsibility, strong benefits, recognition opportunities, and the chance to build specialized skills right here in Reno.
Compensation & Perks
Earn up to $71,000 a year in total compensation after the probationary period, including shift differentials and monthly bonus opportunity
Company-paid medical, dental, and vision benefits for employees and dependents on select plans
Paid holidays, PTO, and sick time
Hybrid flexibility after training
Continuing education reimbursement
Paid family leave
New Hire and Anniversary Swag
Employee Recognition Program
What You'll Do
Serve as a trusted first point of contact for prospective and existing customers across phone, chat, and email
Help customers navigate the application process, resolve blockers, and better understand our products
Build expertise in the Figure ecosystem, including HELOCs and other financial products and processes
Explain complex financial concepts in a clear, simple, customer-friendly way
Provide troubleshooting support across a range of customer and platform issues
Conduct video notary sessions with professionalism, attention to detail, and care
Complete compliance-related steps accurately and consistently
Identify trends and share ideas that improve the customer experience and support team effectiveness
Participate in training and licensing programs that expand your skill set
Contribute to a high-performing, team-oriented environment where reliability and strong execution matter
What We Look For
1+ year of experience in a customer-facing role
Strong verbal and written communication skills
Ability to explain complex information clearly and build trust with customers
Comfort working in a structured, fast-paced, high-volume environment
Strong attention to detail and ability to follow process accurately
Confidence learning new systems and navigating multiple technology platforms
Ability to complete required compliance training
Ability to become a licensed e-notary, including passing required background checks
How We Operate
This is a full time role based on a 40-hour work week. Schedules are assigned after training, and operate on a shift bid structure. In order to promote the best performance possible, top performers are able to bid for their preference in shifts first. Hours of operation are Monday-Friday 6am to 9pm and Saturday-Sunday 6am-5pm PST.
Benefits
Comprehensive health, vision, and dental insurance with 100% employer-paid premiums for employees and their dependents on select plans
Company HSA, FSA, Dependent Care, 401k, and commuter benefits
Employer-funded life and disability insurance coverage
11 Observed Holidays & PTO plan
Up to 12 weeks paid family leave
Continuing education reimbursement
Depending on your residential location certain laws might regulate the way Figure manages applicant data. California Residents, please review our California Employee and General Workforce Privacy Notice for further information. By submitting your application, you are agreeing and acknowledging that you have read and understand the above notice.
Figure will not sponsor work visas for this position. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.