Team Leader, Operations – Customer Support

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🕒 6 days ago

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Rocket Money (formerly Truebill)

WebsiteLinkedInAll Job Openings

51 - 200 employees

💸 Finance

💳 Fintech

👥 B2C

Finance • Fintech • B2C

Rocket Money is a comprehensive personal finance management app designed to help users save more, spend less, and take control of their financial lives. The app offers features such as subscription management, spending insights, bill negotiation, net worth tracking, budgeting, and credit score monitoring. With its automated services, Rocket Money aims to simplify money management by finding and tracking subscriptions, helping to negotiate lower bills, and automating savings processes. Users can link all of their financial accounts in one place to get a full financial picture and set financial goals. The app also provides access to financial experts who can assist with personal finance queries.

📋 Description

• 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

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