Team Leader, Operations - Customer Support

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.

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

Requirements

3+ years of experience in customer service or a closely related field; Demonstrated experience in a leadership or team lead capacity

Nice to have

Experience managing a team of five or more direct reports; 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); Bonus