Team Leader, Customer Support

Job description

**ABOUT ROCKET MONEY 🔮** Rocket Money's mission is to meaningfully improve the financial prosperity of millions of people. We offer members a unique understanding of their finances and a suite of powerful tools that save them time and money, giving them a real leg up on their financial journey. Please note: The schedule for this role is Tuesday - Saturday (9am - 5pm in either Pacific or Mountain Time Zone) **ABOUT THE TEAM 🤝** The Customer Support team is at the heart of our commitment to exceptional member experiences. We empower customers to get the most out of Rocket Money by answering questions, providing step-by-step guidance, and resolving issues quickly and effectively. Our team holds itself to a high standard - delivering support that reflects our mission and values every single day. **ABOUT THE ROLE 🎉** As a Customer Support Team Leader within Operations, you'll be a driving force behind team performance and member satisfaction. You'll coach and develop a team of Operations Associates, drive process improvement initiatives, and set the tone for the kind of culture we've built - one where people feel supported, valued, and motivated to do their best work. *Disclaimer: The responsibilities outlined below represent the primary scope of this role. As with any dynamic organization, duties may evolve over time at the discretion of leadership.* **WHAT YOU'LL DO** - Support the growth of your team members, both in their day-to-day support work and in their longer-term career development - Develop deep expertise across Rocket Money's products, serving as a go-to resource for your team and stepping in to handle customer interactions directly when volume calls for it - Oversee incoming support volume across chat and email, identifying adjustments as needed to ensure our customers receive timely and effective responses - Support team members through cross-functional escalations, stepping in to advocate for them when resolutions stall - Identify opportunities for process improvements and champion changes that enhance the overall customer experience - Give honest, actionable feedback to your team through regular 1:1s - Bring frontline customer insights to the right teams so that feedback shapes how the product evolves - Regularly review Looker dashboards to track team performance and hold the team accountable to department goals **ABOUT YOU 🦄** *Minimum Requirements:* - 3+ years of experience in customer service or a closely related field - Demonstrated experience in a leadership or team lead capacity, with experience managing a team of five or more direct reports preferred *Preferred Requirements:* - Background in a B2C technology company - Familiarity with Looker or similar data reporting tools - Experience using Intercom **WE OFFER 💫** - Health, Dental & Vision Plans - Life Insurance - Long/Short Term Disability - Competitive Pay - 401k Matching - Team Member Stock Purchasing Program (TMSPP) - [Learning & Development Opportunities](https://www.myrocketcareer.com/working-here/training-and-development/) - Tuition Reimbursement - Unlimited PTO - Daily Lunch, Snacks & Coffee *(in-office only)* - Commuter Benefits *(in-office only)* Additional information: Salary range of $60,000 - $75,000 + bonus + benefits, based on job-related knowledge, skills, and experience. Base pay offered may vary depending on job-related knowledge, skill, and experience. *This job description is an outline of the primary responsibilities of this position and may be modified at the discretion of the company at any time. Decisions related to employment are not based on race, color, religion, national origin, sex, physical or mental disability, sexual orientation, gender identity or expression, age, military or veteran status or any other characteristic protected by state or federal law. The company provides reasonable accommodations to qualified individuals with disabilities in accordance with applicable state and federal laws.* *The information regarding compensation and other benefits included in this paragraph is the company’s current, good faith estimate at the time of posting. [Compensation and benefits are subject to modification from time to time as the Company, in its sole and exclusive discretion, deems appropriate.] The Company may determine during its future reviews of the proposed compensation and benefits provided for this position, that the compensation and benefits for such position should be reduced. In no event will the Company reduce the compensation for the position to a level below the applicable jurisdictional minimum wage rate for the position. Los Angeles County and San Francisco Candidates only: qualified applicants with arrest or conviction records will be considered for employment per the Fair Chance Ordinance and the Fair Chance Initiative for Hiring.*