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

General Counsel

• Draft, review and negotiate commercial agreements, including non-disclosure agreements, SaaS agreements and contracts with service providers.
• Manage and evolve the data privacy program and provide legal guidance on data and privacy matters.
• Provide clear, practical legal advice on day-to-day operational issues, balancing business priorities with risk management.
• Collaborate with internal stakeholders to assess legal risks and develop strategies that support growth and innovation.
• Contribute to the development of contract templates, playbooks and best practices.
• Lead and implement AI solutions within the legal and compliance team to improve efficiency and help other teams responsibly deploy AI.
• Participate in drafting and implementing scalable governance processes.

Bilingual Customer Experience Specialist

Legal Counsel, Senior Legal Counsel