- 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
LookerProcess improvementCustomer support