Customer Support

• Be the customer champion, understand customer needs, uncover root causes behind issues and go above and beyond to help customers find solutions.
• Help customers through our various support channels (Phones, Emails & Chat). This includes answering questions about the product, helping customers with their application/loan and investigating issues.
• Understand Fig’s business and its products and keep up to date with product changes and enhancements
• Identify potential bugs and product enhancements through customer feedback and surface your findings appropriately.
• Understand our internal tools and resources (Salesforce, Freshdesk, Onfido, Flinks, etc), and how best to utilize them when troubleshooting complex issues.
• Follow internal workflows and processes with strong attention to detail.
• Help to drive positive change throughout your team, department and Fig as a whole by sharing your opinion and feedback.
• Analyze customer interactions and support data to identify trends, recurring issues, and opportunities to improve the borrower experience.
• Partner with Product team by translating customer feedback and support data into actionable insights.

Bilingual Customer Experience Specialist