Team Leader, Operations - Customer Support

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)

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.

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.

• →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

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