Teams at FIGS

Leads global customer experience operations, overseeing SLAs, CSAT, NPS, workforce readiness, BPO performance, fraud prevention, reputation management, loyalty initiatives, reporting, CRM optimization, and process improvement. Manages remote CX teams, drives accountability and operational excellence, partners cross-functionally, and improves customer satisfaction, efficiency, trust, and retention.

Lead FIGS’ Amazon and marketplace business as its general manager, owning channel strategy, revenue, profitability, customer experience, marketing, merchandising, operations, inventory, agency performance, and platform health. Develop growth plans, manage advertising and assortment, resolve Seller Central issues, build reporting, and evaluate international marketplace expansion. Partner cross-functionally with Finance, Marketing, Merchandising, Planning, Operations, and senior leadership to scale a profitable marketplace channel while protecting the premium brand.

Provides high-touch customer support for institutional TEAMS customers, resolving order and platform issues, supporting VIP and custom accounts, coordinating with fulfillment, sales, and product teams, and improving scalable support processes. Responsibilities include order reviews, customer communications, workflow improvements, documentation, FAQs, and operational support. Requires strong written communication, organization, problem-solving, and 3+ years of customer experience, support, or operations experience.