Team Manager

• Provide hands-on leadership to create a positive, collaborative work environment by setting clear expectations, motivating the team, and supporting professional growth.
• Oversee team performance, focusing on metrics like productivity, efficiency, quality, and SLA adherence, while driving continuous improvement through coaching and regular evaluations.
• Equip the team with up-to-date product knowledge, best practices, and company policies to ensure consistent, high-quality customer interactions.
• Manage daily team operations, addressing escalated issues, monitoring workflows, and empowering agents to meet SLAs.
• Ensure team adherence to Figure’s policies and standards.
• Handle administrative responsibilities, such as managing performance records, PTO, and disciplinary actions, in compliance with company policies.
• Serve as a liaison with Workforce Management, HR, and IT to resolve employee concerns and maintain operational efficiency.

• 3–5 years of leadership experience in customer support, preferably in contact centers or financial services industries, with a proven ability to manage performance metrics and drive team improvements.
• Strong communication and interpersonal skills, with the ability to inspire, develop, and hold team members accountable while fostering a culture of excellence and continuous improvement.
• Proven ability to ensure policy adherence, taking full ownership of team results.
• Strategic thinker with advanced problem-solving skills, capable of implementing innovative solutions in dynamic, evolving environments.
• Results-driven leader with confident, compassionate communication skills, effective in engaging with both team members and leadership.
• High proficiency in workforce management tools, CRM systems, and data analysis platforms.
• Adhere to all company security policies and data handling procedures.
• Complete mandatory security awareness training within required timeframes.
• Promptly report any suspected security incidents or suspicious activity to the Security team.

• Base Compensation Range: $77,400 - $86,000/yr
• 25% annual bonus target, paid quarterly
• Company equity in the form of RSUs

This is the compensation range for the role in the United States.

Actual compensation may vary based on a candidate’s experience, skills, location, internal equity, and evolving business needs.

While most offers are generally made within the middle of the range, final compensation is determined based on the factors above.

• Comprehensive medical, dental, and vision coverage, with 100% employer-paid premiums for employees and their dependents on select plans
• Company HSA, FSA, Dependent Care FSA, 401(k), and commuter benefits
• Employer-paid life and disability insurance
• 11 observed holidays and PTO plan
• Up to 12 weeks of 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.

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