Team Leader, Operations - Customer Support

Rocket Money is hiring a Team Leader for its Customer Support operations in the United States. You would coach a team of Operations Associates, watch incoming chat and email volume, and work on process improvements that affect how members get help. The schedule is Tuesday through Saturday, 9am to 5pm in either Pacific or Mountain Time.

About the company

Rocket Money's stated mission is to improve the financial prosperity of millions of people. It gives members a view of their finances and tools intended to save them time and money. The Customer Support team answers questions, walks members through steps, and resolves issues, and the company says it holds that team to a high standard.

What you will do

• Support your team members in their day-to-day support work and in their longer-term career development
• Build deep expertise across Rocket Money's products and act as a go-to resource for your team, handling customer interactions directly when volume requires it
• Oversee incoming support volume across chat and email, adjusting as needed so customers get timely responses
• Help team members through cross-functional escalations and advocate for them when resolutions stall
• Find process improvement opportunities and push changes that improve the customer experience
• Give honest, actionable feedback in regular 1:1s
• Bring frontline customer insights to the teams that shape product decisions
• Review Looker dashboards regularly to track team performance and hold the team to department goals

The company notes that duties may evolve over time at leadership's discretion.

What they are looking for

Minimum requirements:

• 3+ years of experience in customer service or a closely related field
• Demonstrated leadership or team lead experience; managing a team of five or more direct reports is preferred

Preferred:

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

Pay and benefits

The salary range is $60,000 to $75,000 per year, plus bonus and benefits. Base pay offered may vary based on job-related knowledge, skills, and experience. Benefits listed include health, dental and vision plans; life insurance; long- and short-term disability; 401k matching; a Team Member Stock Purchasing Program; learning and development opportunities; tuition reimbursement; and unlimited PTO. Daily lunch, snacks and coffee, plus commuter benefits, are listed as in-office only.

Location and schedule

The role is based in the United States. The schedule is Tuesday through Saturday, 9am to 5pm in either Pacific or Mountain Time.

Other details

Rocket Money says employment decisions 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, and that it provides reasonable accommodations to qualified individuals with disabilities. Los Angeles County and San Francisco candidates: qualified applicants with arrest or conviction records will be considered per the Fair Chance Ordinance and the Fair Chance Initiative for Hiring.