Manager, Customer Experience at FIGS

| Santa Monica
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If you love human interaction, this role is for you! You’ll coach, train, and motivate our Customer Experience Associates to deliver top-notch results and the best customer experience in e-commerce.  You will ensure all of our amazing customers have a memorable and insanely great experience. As a leader on the Customer Experience team, you will not only provide support and guidance to your direct team but work across the business to maintain a customer-centric approach in all aspects of collaboration with key stakeholders. While delivering our committed service levels, you’ll also analyze contact trend reports, strategize new ways to wow our health care community, and serve as the voice of the customer to our organization.

You’re highly reliable, ambitious, energetic, and customer-focused. The right person will be comfortable in an "all hands on deck" environment, loves solving people problems, and can thrive in a high-growth culture. You will co-lead one of the most energetic, exciting, and enthusiastic teams at FIGS. 


Requirements

  • 3 years of experience in a contact center or similar customer-facing role, with at least 2 years of people management
  • Proven ability to drive amazing customer experiences — and results — through team development
  • You have a working knowledge of contact center technology such as Zendesk
  • You love collaborative work environments but are comfortable with making decisions on your own
  • You love coaching and mentoring
  • You have a BA or BS
  • You have experience with diplomatically managing multiple commitments to customers, staff, and operations.
  • You are task-oriented and obsessed with resolving issues
  • You have strong listening, problem-solving, and organizational skills
  • You have excellent verbal and written communication skills
  • You have the ability to work under pressure in a fast-paced environment, including some weekends and holidays as needed
  • You are a happy, positive person who has a great approach in dealing with others
  • You have a proven work ethic and integrity
  • You have an entrepreneurial mindset
  • You have a desire to excel and grow with FIGS
  • You are 100% Awesome. Like our scrubs.

What you’ll do:

  • You will provide leadership, support, and direction to your respective Customer Experience team of up to 15 associates resulting in the development of FIGS future leaders
  • You will be responsible for all contact center KPI’s such as service level, first ticket resolution, and CSAT
  • You will quality assure phone, email, and chat interactions every month
  • You will become an expert on FIGS’ product and answer any and all questions customers and associates have
  • You will be the hands-on expert of the phone, email, and chat experience
  • You will participate in recruiting, training and developing new hires
  • You will collaborate with other departments and with FIGS’ warehouse to resolve customer issues
  • You will identify trends in customer inquiries or issues about products and services 
  • You will go above and beyond to deliver a memorable and awesome customer experience
  • You will create verbal and written scripting and training to resolve customer issues
  • You will handle escalated complaint resolution including regulatory and legal matters as needed
  • You will spearhead team culture and social initiatives
  • You will report directly to the Director of Customer Experience

This position will include a base salary plus monthly bonus based on performance against communicated monthly targets. FIGS offers full benefits including health, dental, vision, and 401k. The hours for this position are 8:00-5:00 pm PT, but may require additional hours as needed. FIGS offers a flexible time-off policy. 


About Us

The $60 billion medical apparel industry is antiquated, highly fragmented and, until FIGS, was driven solely by low-cost providers offering a limited selection of poor quality products sold through third party distributors. FIGS is revolutionizing the medical apparel industry by creating the highest quality medical apparel in the world and by selling directly to medical professionals through our branded ecommerce site.

FIGS’ foundation is built on product quality, and we have a relentless focus on three key areas: fabric, fit and function. We developed our proprietary, performance-oriented fabric technology to meet the demands of the medical profession. FIGS’ Core Collection fabric is wrinkle resistant, stain and liquid repellant, moisture-wicking, odor proof, lightweight, breathable and offers four-way stretch. Our designs are tailored, sophisticated and innovative, incorporating features such as yoga waistbands, smart storage (pockets, zippers, hidden pockets) and inspirational sayings inside each garment that appeal to modern healthcare professionals.

By offering a branded and customer-centric online shopping experience, we are changing how medical professionals buy their workwear. Through our website, social media, and participation in medical conferences and events, we have built a strong following within the medical community and a meaningful connection with our customers, which allows us to understand their needs and to ensure that FIGS is continuously improving and innovating.

FIGS’ Threads for Threads initiative is central to our mission. FIGS has donated scrubs to healthcare providers in need in over 35 countries.

 
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Technology we use

  • Engineering
  • Product
    • JavascriptLanguages
    • RubyLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • MySQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • LookerAnalytics
    • SnowplowAnalytics
    • SnowflakeAnalytics
    • dbtAnalytics
    • FivetranAnalytics
    • JupyterAnalytics
    • AsanaManagement

Location

FIGS is conveniently located in Santa Monica a short walk from the Bergamont train station, food trucks, and restaurants.

An Insider's view of FIGS

What are some social events your company does?

FIGS is a super social company! The team regularly puts on happy hours or parties and I’ve met some of my best friends at FIGS this way. One of my FAVORITE things is the volunteering we've done. We’ve done beach cleanups in the past and regularly go to hand out coffee, snacks and other treats to hospital employees as a thank you!

Mary

Social Media Manager

How do you collaborate with other teams in the company?

Collaboration is so important and can happen so easily. In the cafe grabbing a coffee, over Slack between meetings. We're always talking, exchanging ideas and building on them together.

Sara

Director of Product Development

How does the company support your career growth?

At FIGS everyone is treated like an owner and empowered to take on more responsibility. You don't hear the word "no" often and hard work is always recognized. I started as a social media manager here at FIGS and am now the VP of Brand. It's been the most challenging and rewarding experience of my life.

Jenny

VP of Brand

What is your vision for the company?

FIGS is transforming the healthcare experience through design, community and innovative technology. We have revolutionized the medical apparel industry and are working to establish FIGS as one of the most iconic, formidable brands in the world.

Heather and Trina

Co-CEO's

How do you empower your team to be more creative?

We believe that you create the world you want to live in and that ethos is shared by everyone who works at FIGS. We are a team of doers, think outside of the box-ers and innovators. We encourage our team to think like owners, to contribute ideas fearlessly and to always ask, "What's next?"

Heather and Trina

Co-CEO's

What are FIGS Perks + Benefits

FIGS Benefits Overview

The FIGS Team has an awesome culture and perks to keep it alive.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
FIGS has a D&I and Culture committee to organize events for Team FIGS! Keeping the fun alive in and out of the office.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
401(K) Matching
FIGS provides employees with a 401(k) matching plan managed by Guideline. We match 100% of contributions up to 6% of an employee's annual gross pay.
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
FIGS hourly employees receive up to 10 days per year of paid time off based on hours worked.
Paid Holidays
Paid Sick Days
Employees receive 40 hours per year of paid sick leave.
Perks & Discounts
Casual Dress
Company Outings
Stocked Kitchen
Happy Hours
Happy hours are hosted once per month and other celebrations.
Parking
Professional Development Benefits
Promote from within

Additional Perks + Benefits

In addition to the list, we provide some unique perks!
- Peloton bikes and fitness equipment on site available for use.
- Employee discount on our amazing scrubs.
- 50% subsidy on doggie daycare close to the office.
- Annual on-site flu shots.
- Ping pong table on site.

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