Team Leader, Customer Support

🕒 July 27

🇺🇸 United States – Remote

💵 $60k - $75k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 21%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Open for 106 days.
• Jobs at this company usually fill in 54 days.
• Reposted once.

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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 team members in day-to-day support work and longer-term career development • Develop expertise across Rocket Money's products and serve as a resource for the team • Handle customer interactions directly when support volume requires it • Oversee incoming chat and email support volume and adjust coverage as needed • Support cross-functional escalations and advocate for team members • Identify process improvements and champion changes that improve customer experience • Provide honest, actionable feedback through regular 1:1s • Bring frontline customer insights to product and relevant teams • 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 • Experience managing a team of five or more direct reports preferred • Background in a B2C technology company preferred • Familiarity with Looker or similar data reporting tools preferred • Experience using Intercom preferred • Tuesday–Saturday schedule, 9am–5pm Central Time Zone

🏖️ 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) • Bonus

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