Team Leader, Operations - Customer Support
R
Rocket MoneyFinancial Technology
Remote (US), Tuesday - Saturday (9am - 5pm in either Pacific or Mountain Time Zone)Full-TimeLead
Salary$60,000 - $75,000 + bonus + benefits
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Job Details
- Experience
- 3+ years of experience in customer service or a closely related field
- Required Skills
- LookerProcess improvementCustomer support
Requirements
- 3+ years of experience in customer service or a closely related field
- Demonstrated experience in a leadership or team lead capacity
- 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
Responsibilities
- 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
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