About the job
The Role
We are excited to announce a pivotal opportunity for a Team Lead, Customer Experience to enhance and drive the performance of our Customer Experience (CX) at Fig. In this strategic role, you will bridge the gap between frontline support and operational excellence, ensuring we provide high-quality, efficient, and scalable customer experiences.
You will help shape a modern, AI-driven customer experience in lending, collaborating across both human and automated support channels. This high-visibility position will have a direct impact on our products, operations, and customer outcomes.
As a key leader, you will manage escalations, support your team's performance, and contribute to optimizing workflows, tools, and the entire customer journey. Your expertise will be crucial in driving consistency, quality, and continuous improvement in all customer interactions, particularly in leveraging AI-driven tools for scalable support.
