TEAMS Operations & Customer Experience Associate at Figs in Santa Monica, CA

Job description

As part of our Operations & Customer Experience Associate for TEAMS, you’ll be on the front lines of customer support and internal operations, helping us build and scale an exceptional experience for our institutional customers. You’ll play a critical role in answering customer questions, resolving issues, and ensuring our customers feel cared for at every step of their journey. As a founding member of our CX and Ops within TEAMS, you’ll help shape our processes and set a high bar for service. What You’ll Do: Delivering white-glove support to TEAMS customers via email and other channels: answering questions on everything from placing orders and adding embroidery to tracking shipments and navigating our platform. Troubleshooting order issues with empathy, speed, and accuracy to ensure customer satisfaction. Providing elevated support to VIP and custom customers with complex or high-touch needs. Working cross-functionally with internal teams (e.g., fulfillment, sales, product) to escalate and resolve issues. Identifying process gaps or pain points and partnering with the team to improve support workflows. Assisting in operational tasks such as order reviews, customer communications, and system documentation. Contributing to the development of scalable processes, tools, and FAQs as TEAMS grows. Qualifications 3+ years in a customer experience, customer support, or operations role—ideally with exposure to high-touch or enterprise clients. A natural problem solver with excellent written communication skills and a strong attention to detail. Passionate about delivering world-class customer experiences and going above and beyond. Entrepreneurial mindset, you’re excited to help build a new capability within TEAMS. Highly organized with the ability to manage multiple priorities and move quickly. Experience working with support platforms and CRMs (e.g., Gorgias, Zendesk and Hubspot) is a plus. A team player with a proactive attitude and strong sense of ownership. FIGS Compensation and Benefits Pay Range At FIGS, your base salary is one part of your total compensation package. This role's base salary range is between $29 and $31. Actual base salary is determined based on a number of factors, including but not limited to your relevant skills, qualifications, and years of experience. Additional Compensation and Benefits Equity: All FIGS employees have the opportunity to own shares of FIGS stock through our new-hire equity program. Additionally, FIGS provides a discount when purchasing FIGS stock voluntarily through our FIGS Employee Stock Purchase Plan Annual bonus: This position is eligible to participate in the FIGS annual bonus program Other compensation and benefits offered include: Comprehensive benefits and perks package focused on your well-being, including premium medical, dental and vision coverage, and full access to wellness services through Classpass. 100% FIGS-sponsored life insurance and disability insurance Amazing 401(k) program, with a company match up to the first 6% of your contribution Generous paid time off - We have 12 company holidays. For salaried team members, we offer flexible vacation. For our hourly team members, we offer up to 3 weeks of accrued vacation Meaningful time away for baby bonding, including parental leave, new parent care meals, and a transition back to work for primary caregivers Personalized discount code for 50% off all FIGS products, along with a separate code to share with family and friends to enjoy a 25% discount site-wide In office catered meals, stocked pantry & fridge, and biweekly barista on site Access to FIGS Vet, Discounted Pet Insurance, and so much more… *Benefits eligibility is determined by hour requirements and length of service A little bit about us… FIGS, Inc. is a founder-led, direct-to-consumer healthcare apparel and lifestyle brand that seeks to celebrate, empower and serve current and future generations of healthcare professionals. We redefine what scrubs are by creating tec