[Hiring] Team Leader, Operations - Customer Support @Rocket Money

Role Description

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.

Qualifications

• 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.

Requirements

• Background in a B2C technology company preferred.
• Familiarity with Looker or similar data reporting tools.
• Experience using Intercom.

Benefits

• Health, Dental & Vision Plans.
• Life Insurance.
• Long/Short Term Disability.
• Competitive Pay.
• 401k Matching.
• Team Member Stock Purchasing Program (TMSPP).
• Learning & Development Opportunities.
• Tuition Reimbursement.
• Unlimited PTO.
• Daily Lunch, Snacks & Coffee (in-office only).
• Commuter Benefits (in-office only).