Team Leader, Operations - Customer Support

1 month, 3 weeks ago
Full-time
Junior
Customer and Technical Support
Rocket Money

Rocket Money

Rocket Money (formerly Truebill) is a top personal finance app that simplifies managing subscriptions, bills, budgets, and savings with ease, ultimately empowering users to take control of their financial lives.

Diversified Financial Services
51-250
$84M raised

Description

  • Coach and develop Operations Associates in both daily support work and long-term career growth.
  • Serve as a go-to expert on Rocket Money products and handle customer interactions directly when needed.
  • Oversee incoming chat and email support volume and adjust coverage to maintain timely responses.
  • Support team members through cross-functional escalations and advocate when resolutions stall.
  • Identify process improvement opportunities and champion changes that improve the customer experience.
  • Provide honest, actionable feedback through regular 1:1s.
  • Bring frontline customer insights to relevant teams so product decisions reflect customer feedback.
  • Review Looker dashboards to track performance and hold the team accountable to department goals.

Requirements

  • 3+ years of experience in customer service or a closely related field.
  • Demonstrated leadership or team lead experience.
  • Experience managing a team of five or more direct reports preferred.
  • Background in a B2C technology company preferred.
  • Familiarity with Looker or similar data reporting tools preferred.
  • Experience using Intercom preferred.
  • Ability to work Tuesday through Saturday, 9am-5pm in either Pacific or Mountain Time.
  • Experience handling customer support across chat and email preferred.

Benefits

  • Health, dental, and vision insurance.
  • Life insurance.
  • Long-term and short-term disability coverage.
  • Competitive pay.
  • 401(k) matching.
  • Team Member Stock Purchasing Program (TMSPP).
  • Learning and development opportunities plus tuition reimbursement.
  • Unlimited PTO.
  • Daily lunch, snacks, and coffee for in-office employees.
  • Commuter benefits for in-office employees.
  • $60,000-$75,000 base salary plus bonus and benefits.

Interested in this position?

Apply directly on the company website

Apply Now

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