Team Leader, Operations - Customer Support

Rocket Money

11h•$60,000 - $75,000•Onsite

About The Position

As a Customer Support Team Leader within Operations, you'll be a driving force behind team performance and member satisfaction. You'll coach and develop a team of Operations Associates, drive process improvement initiatives, and set the tone for the kind of culture we've built - one where people feel supported, valued, and motivated to do their best work. Disclaimer: The responsibilities outlined below represent the primary scope of this role. As with any dynamic organization, duties may evolve over time at the discretion of leadership.

Requirements

3+ years of experience in customer service or a closely related field
Demonstrated experience in a leadership or team lead capacity, with experience managing a team of five or more direct reports preferred

Nice To Haves

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

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