Team Leader, Operations – Customer Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Foster the development of your team members, aiding them in their daily support tasks as well as their long-term career growth.

• Cultivate in-depth knowledge across Rocket Money's product offerings, becoming a key resource for your team and directly managing customer interactions when demand increases.

• Supervise incoming support inquiries via chat and email, recognizing necessary adjustments to ensure our customers receive prompt and effective responses.

• Provide assistance to team members during cross-functional escalations, advocating for them when resolutions encounter delays.

• Spot opportunities for process enhancements and promote changes that improve the overall customer experience.

• Offer candid, constructive feedback to your team through regular one-on-one meetings.

• Relay frontline customer insights to the appropriate teams, ensuring that feedback influences the evolution of the product.

• Consistently review Looker dashboards to monitor team performance and hold the team accountable to departmental objectives.

⛳️ Requirements

• A minimum of 3 years of experience in customer service or a related field.

• Proven experience in a leadership or team lead role, with a preference for those who have managed a team of five or more direct reports.

• Experience within a B2C technology organization.

• Knowledge of Looker or similar data reporting tools.

• Familiarity with 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)