Customization Coordinator

FIGS is looking for a dedicated Customization Coordinator to join our Customer Experience team. This role is responsible for managing and optimizing the end-to-end product personalization experience, with a focus on logo embroidery and other custom design elements. Acting as both a customer liaison and process facilitator, this role ensures that all custom orders meet brand standards, operational timelines, and customer expectations. The ideal candidate brings strong attention to detail, a proactive approach to cross-functional collaboration, and a commitment to delivering high-quality, personalized product experiences at scale.
What you’ll do:

• Customization Management & Execution
  • Serve as the subject matter expert on all product customization offerings, including logo embroidery, personalization options, and custom order configurations.
  • Oversee the full customization lifecycle—from order intake and design approvals to production tracking and final delivery—ensuring accuracy, timeliness, and customer satisfaction.
  • Partner with the Operations, Fulfillment, and Product teams to streamline and automate customization workflows, improving scalability and efficiency.
  • Coordinate with third-party vendors or in-house teams to manage artwork setup, embroidery execution, and quality control.
  • Support the build out of a long term plan to grow additional Logo support (internally or external depending on business needs).

• Customer Communication & Support
• • Act as the primary point of contact for all logo customization customers, delivering clear, timely, and professional communication throughout the customization process.
  • Provide guidance on logo placement, color matching, thread types, and brand compliance, helping customers make informed decisions.
  • Proactively address delays, artwork concerns, or quality issues, offering solutions that preserve trust and satisfaction.
  • Answer customer tickets in the Logo, Live Transfer, New, Open, Escalation, and Upset Customer queues, with additional support across queues as-needed.

• Reporting & Performance Monitoring -- track KPI metrics related to customization, including:
  • SLA adherence (turnaround times, approval cycles, delivery dates)
  • Order accuracy and rework rates
  • Customer sentiment and satisfaction scores
  • Analyzes trends to identify recurring issues or areas for improvement, and presents findings to key stakeholders in CX, Ops, and Product.

• Process Improvement & Documentation
  • Recommend and implement enhancements to the customization process, leveraging automation tools and process standardization to increase throughput and reduce errors.
  • Maintain up-to-date documentation for all internal workflows, SOPs, and training materials related to product personalization.
  • Support onboarding and ongoing education for internal teams regarding customization protocols, brand standards, and platform usage.

• Cross-Functional Collaboration
• • Collaborate closely with internal teams (CX, Ops, Product Development, Legal) to ensure customization offerings are feasible, compliant, and aligned with brand values.
  • Provide feedback from customers to internal teams to inform future product development or personalization enhancements.
  • Participate in product launches, seasonal planning, and promotional customization initiatives, ensuring operational readiness and CX alignment

• Oversight of SSG Specialists: Provide training, coaching, and continuous development to ensure team members are equipped to deliver operational excellence, inclusive of queue management & performance.

What You'll Bring:

• 2+ years on customer service/experience teams
• Excellent verbal & written communication skills for responding to customer needs and liaising with stakeholders
• Strong organizational skills with the ability to manage multiple priorities at once
• Ability to work independently in a fast-paced, ambiguous environment with a proactive, solution-oriented mindset

Pay Range

• At FIGS, your base salary is one part of your total compensation package. This role's hourly pay is $26.44. Actual pay 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: FIGS provides a discount when purchasing FIGS stock voluntarily through our FIGS Employee Stock Purchase Plan  

• 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 Breethe and 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
• FIGS sponsored Uber Eats voucher for in-office weeks
• 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
• Access to FIGS Vet, Discounted Pet Daycare, 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 technically advanced apparel and products that feature an unmatched combination of comfort, durability, function and style, all at an affordable price. With the largest DTC platform in healthcare apparel, we sell our products to a rapidly growing community of loyal customers. Through these customer relationships, FIGS has built a community and lifestyle around a profession, revolutionizing the large and fragmented healthcare apparel market and becoming the industry’s category-defining healthcare apparel and lifestyle brand.

Our Threads for Threads initiative is integral to our mission to improve the lives of healthcare professionals on a global scale. Founded alongside FIGS in 2013, Threads for Threads donates scrubs to healthcare professionals working in resource-poor countries around the world.