Team Leader, Customer Support

ABOUT ROCKET MONEY🔮

Rocket Money’s mission is to meaningfully improve the financial prosperity of millions of people. Rocket Money offers members a unique understanding of their finances and a suite of valuable services that save them time and money – ultimately giving them a leg up on their financial journey.

Please note: The schedule for this role will be Tuesday-Saturday 9am-5pm (Pacific Time)

ABOUT THE TEAM 🤝

The Customer Support team is a crucial part of our commitment to empower people to live their best financial lives. This team is responsible for providing resources and guidance to customers by answering questions, providing step by step directions, and troubleshooting issues that they might be experiencing. Their goal is to provide exceptional service that aligns with our mission and values.

ABOUT THE ROLE 🎉

The Team Leader, Customer Support works to lead business initiatives to improve customer experience. They utilize their experience in the role to provide insights on support for specific areas of the customer experience. This team leader provides coaching and mentoring to team members while contributing to the growth of the support team.

Disclaimer:

Below is an outline of the primary responsibilities of this position. As with everything in life, things change. The tasks and responsibilities can be changed, added to, removed, amended, deleted and modified at any time by the leadership group.

• Provide resources and guidance for customers on how to get the most out of products
• Utilize online chat platform to support incoming customer questions regarding the app, their account, and other general issues
• Escalate technical issues to the Engineering team and communicate solutions to members
• Contribute to process improvements and development to enhance the customer experience through firsthand use of product and providing feedback to needed teams
• Troubleshoot connectivity issues with the company’s linking provider
• Draft support articles and assist with creating member tutorials
• Provide feedback to the product teams
• Works with leadership to efficiently allocate resources to meet Service Level Agreements (SLAs)
• Leads/mentors team members on their specialization within customer support and career development

ABOUT YOU 🦄

Minimum Requirements:

• You have at least 3 years of experience in a customer service, or relevant role

Preferred Requirements:

• You have experience in a B2C technology company
• You have experience in a leadership role
• You have experience with design processes and implementation for technology products

WE OFFER 💫

• 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)

Additional information: Salary range of $50,000 - $65,000/year + bonus + benefits. Base pay offered may vary depending on job-related knowledge, skills, and experience.

Rocket Money is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.