Operations Team Leader (Customer Support)

Join Rocket Money as an Operations Team Leader in Customer Support. You'll lead a team of Operations Associates, drive process improvements, and foster a supportive and motivated culture. Your responsibilities will include coaching team members, overseeing support volume, advocating for team members in cross-functional escalations, identifying process improvement opportunities, providing feedback, and tracking team performance. Enjoy benefits such as health plans, unlimited PTO, life insurance, 401k matching, and more.

• Support the growth of team members, both in their day-to-day support work and in their longer-term career development.
• Oversee incoming support volume across chat and email, identifying adjustments as needed to ensure timely and effective responses.
• Identify opportunities for process improvements and champion changes that enhance the overall customer experience.
• 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