Customer Success Operations Associate

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.

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. Act as a bridge between customers and internal teams to address any concerns. Promote brand recognition and loyalty through client support. Provide strategic recommendations to the Product Development team based on data. Provide technical support and troubleshooting, triaging and routing technical bugs. Gather data-driven insights and analysis to operationalize and scale key processes. Recommend modifications to guiding documents, policies & procedures. Create cohesive guides, flow charts, FAQs, and other content for customer support.