Customer Success Associate

📌 Core Information

🔹 Job Title: Customer Success Associate

🔹 Company: Figure

🔹 Location: Charlotte, North Carolina, United States

🔹 Job Type: On-site

🔹 Category: 📞 Customer Service, 🎧 Customer Experience (CX)

🔹 Date Posted: April 1, 2025

🔹 Experience Level: 0-2 years

🔹 Remote Status: Hybrid

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Being an advocate and first point of contact for customers
• Providing multi-channel customer service to improve brand engagement and loyalty
• Educating customers about Figure's products and processes
• Troubleshooting and solving customer issues with empathy and knowledge

ASSUMPTION: The role requires a strong focus on customer advocacy, as it emphasizes being the "first point of contact" and a brand advocate. This entails both assisting customers with inquiries and driving brand loyalty through quality interactions.

📋 Key Responsibilities

✅ Be the first point of contact and advocate for our customers

✅ Handle customer inquiries via omni-channel communication (phone, chat, email) & process applications with exceptional service

✅ Educate customers on Figure and our products with enthusiasm

✅ Gather and share insights to improve products, services, and customer experiences

✅ Provide technical support and troubleshoot issues patiently

✅ Participate in company-sponsored training and licensing programs

✅ Contribute to a vibrant office environment and team dynamic

ASSUMPTION: Responsibilities focus on ensuring customer satisfaction and participation in continual training, implying dynamic interaction with both customer service and personal development opportunities.

🎯 Required Qualifications

Education: BA/BS from an accredited university (preferred)

Experience: At least 1 year in a customer-facing role

Required Skills:

• Dependable team player
• Effective communication and problem-solving skills
• Flexibility and adaptability to change

Preferred Skills:

• A positive and problem-solving approach
• Ability to build trust and rapport with customers

ASSUMPTION: Required qualifications emphasize soft skills like communication and team play, suggesting a priority on interpersonal effectiveness over technical expertise.

💰 Compensation & Benefits

Salary Range: $22 per hour, with monthly bonuses ranging from $0 - $1,300

Benefits:

• Comprehensive health, vision, and dental insurance with 100% employer-paid premiums
• Company HSA, FSA, dependent care, 401k, and commuter benefits
• 11 observed holidays & PTO plan
• Up to 12 weeks paid family leave
• Continuing education reimbursement

Working Hours: 40-hour work week, Monday - Sunday from 9am - 9pm EST, based on shift bids

ASSUMPTION: Compensation includes a strong focus on well-rounded benefits, indicative of a company that values employee wellness and development alongside fiscal incentives.

📌 Applicant Insights

🔍 Company Context

Industry: Machinery Manufacturing

Company Size: 11-50 employees

Founded: 2022

Company Description:

• Figure is an AI Robotics company creating autonomous humanoid robots
• Headquartered in Sunnyvale, CA
• Specializes in expanding human capabilities through AI

Company Specialties:

• Not specified

Company Website: https://www.figure.ai

ASSUMPTION: The company focuses on robotics technology, suggesting a technologically innovative environment, which may influence its customer service roles' reliance on tech-savvy personnel.

📊 Role Analysis

Career Level: Entry-level position, suitable for those beginning their customer service careers

Reporting Structure: Likely reports to a customer service manager or team lead

Work Arrangement: Hybrid, allowing some remote work flexibility

Growth Opportunities:

• Participation in training and licensing programs
• Team dynamic contribution leading to higher performance
• Potential for advancement based on shift bidding performance

ASSUMPTION: The role is structured for growth, through training and performance-based incentives, suggesting opportunities for career progression within the company.

🌍 Location & Work Environment

Office Type: Likely an office environment conducive to team interactions and customer interface

Office Location(s): Charlotte, North Carolina, United States

Geographic Context:

• Rocky Mountains near Charlotte offer diverse recreational opportunities
• A growing tech hub in the southeastern US
• Vibrant cultural and entertainment scene

Work Schedule: Schedules can vary; top performers get scheduling preferences

ASSUMPTION: The office environment likely emphasizes collaboration and customer satisfaction, supported by a strategic location in a tech-friendly area.

💼 Interview & Application Insights

Typical Process:

• Initial application submission
• Screening and interview process
• Background check

Key Assessment Areas:

• Communication skills
• Problem-solving abilities
• Teamwork capability

Application Tips:

• Highlight customer service experience
• Demonstrate adaptability and learning agility
• Showcase strong communication skills

ATS Keywords: Customer Service, Communication, Problem Solving, Team Player, Tech Savvy

ASSUMPTION: The process likely values adaptable candidates with a focus on interpersonal and problem-solving skills, as indicated by the job's multi-channel communication requirements.

🛠️ Tools & Technologies

• Omni-channel communication tools (e.g., phone systems, chat platforms, email)
• Customer relationship management (CRM) software
• Technical support technology

ASSUMPTION: Familiarity with CRM and digital communication platforms is essential due to the extensive customer service interaction across various channels.

👔 Cultural Fit Considerations

Company Values:

• Innovation and continuous learning
• Customer advocacy and satisfaction
• Team-oriented collaboration

Work Style:

• Proactive problem-solving approach
• Flexible and adaptable to changes
• Empathetic and supportive towards customers

Self-Assessment Questions:

• Can you handle dynamic and fast-paced work environments?
• Are you comfortable learning and using new technology platforms?
• How do you build trust with customers?

ASSUMPTION: Cultural fit is essential, with a need for employees who thrive as part of innovative and flexible teams, consistent with the company's commitment to team-driven success.

⚠️ Potential Challenges

• Adapting to shift bid structure and changing schedules
• Balancing multi-channel customer communications
• Maintaining high customer satisfaction in a fast-paced environment
• Navigating complex products and services

ASSUMPTION: Flexibility and resilience may be required to manage the dynamic nature of work schedules and diverse customer interactions in this sector.

📈 Similar Roles Comparison

• Likely more technology-focused compared to traditional customer service roles
• High potential for cross-functional collaboration due to multi-disciplinary tech environment
• May offer faster career progression due to performance-driven structure

ASSUMPTION: The role's hybrid structure and tech industry involvement may provide unique opportunities and challenges not present in typical customer service roles.

📝 Sample Projects

• Participate in troubleshooting and resolving a new software platform glitch
• Help design a customer feedback system to enhance product offerings
• Engage in a task force to improve omni-channel communication effectiveness

ASSUMPTION: Projects may be focused on tech integration and process optimization, given the nature of the company's operations and product offerings.

❓ Key Questions to Ask During Interview

• How does Figure measure success in this role?
• What are the biggest challenges the CSA team is currently facing?
• How do top performers differ from average performers in the CSA role?
• What opportunities for advancement are available from this position?
• What tools or technologies are used most frequently by the team?

ASSUMPTION: Asking strategic and insightful questions can help candidates assess alignment with the role and company culture while highlighting their interest and analytical skills.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Prepare a resume highlighting relevant customer service experience
• Include a cover letter demonstrating alignment with company values and role requirements
• Be ready to discuss examples of past problem-solving experiences in interviews
• Research Figure's products and industry presence for potential discussion topics

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.