Team Leader, Customer Support

Rocket Money

10h•$60,000 - $75,000

About The Position

As a Customer Support Team Leader within Operations, you will drive team performance and member satisfaction. You will coach and develop Operations Associates, lead process improvement initiatives, and help foster a supportive, valued, and motivating team culture. The role includes developing expertise across Rocket Money's products, helping manage incoming support volume across chat and email, and stepping in to handle customer interactions when needed. The schedule is Tuesday through Saturday, 9 a.m. to 5 p.m. Central Time.

Requirements

At least 3 years of experience in customer service or a closely related field.
Demonstrated experience in a leadership or team lead capacity.

Nice To Haves

Experience managing a team of five or more direct reports.
Background in a B2C technology company.
Familiarity with Looker or similar data reporting tools.
Experience using Intercom.

Responsibilities

Support team members' growth in their day-to-day support work and longer-term career development.
Develop deep expertise across Rocket Money's products, serve as a go-to resource for the team, and handle customer interactions directly when volume calls for it.
Oversee incoming chat and email support volume and make adjustments to ensure timely, effective responses.
Support team members through cross-functional escalations and advocate for them when resolutions stall.
Identify process improvement opportunities and champion changes that enhance the customer experience.
Give team members honest, actionable feedback through regular one-on-ones.
Share frontline customer insights with relevant teams to inform product evolution.
Review Looker dashboards regularly to track team performance and hold the team accountable to department goals.