Team Leader, Operations - Customer Support

Rocket Money
United States
Workplace: RemoteFull timeUSD 60,000 - 75,000 annuallyFunction: Customer Support (Service Desk)Skills: ["Leadership","Coaching","Communication","Process improvement","Customer advocacy"]

Lead the Customer Support team within Operations to improve member satisfaction and drive strong team performance. Coach and develop Operations Associates, oversee incoming chat and email support volume, and step in to handle customers when needed. Partner on cross-functional escalations, champion process improvements, and use Looker dashboards to track performance and accountability. Bring frontline customer insights to the teams that shape product evolution.

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FursaFursa
Rocket Money
Rocket Money
1 month ago

Team Leader, Operations - Customer Support

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Source: Company careers pageValidated by: Fursa AI
Last checked: 20 hours agoStatus: Live

Job Summary

Lead the Customer Support team within Operations to improve member satisfaction and drive strong team performance. Coach and develop Operations Associates, oversee incoming chat and email support volume, and step in to handle customers when needed. Partner on cross-functional escalations, champion process improvements, and use Looker dashboards to track performance and accountability. Bring frontline customer insights to the teams that shape product evolution.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Coach and support team members in day-to-day work and long-term career development.
  • •Develop deep expertise across Rocket Money products and step in to handle customer interactions when needed.
  • •Oversee incoming support volume across chat and email to ensure timely, effective responses.
  • •Support cross-functional escalations and advocate for resolution when it stalls.
  • •Identify process improvements, provide actionable feedback through 1:1s, and review Looker dashboards to track performance.

Pay and Benefits

Salary: USD 60,000 - 75,000 annually
Perks:Health InsuranceDentalVisionLife InsuranceDisability401kEquityLearning BudgetPaid Leave

Key Requirements

  • •3+ years of experience in customer service or a closely related field.
  • •Demonstrated experience in a leadership or team lead capacity, preferably managing 5+ direct reports.
  • •Background in a B2C technology company.
  • •Familiarity with Looker or similar data reporting tools.
  • •Experience using Intercom.
Experience:Customer serviceB2C technology
Skills:LeadershipCoachingCommunicationProcess improvementCustomer advocacy
Languages:English
Tech Stack:LookerIntercom

Company Brief

Rocket Money
Provides a personal finance app that helps users track spending, manage subscriptions, automate savings, and lower bills through budgeting tools and financial insights to simplify everyday money management.
Industry: Neobanking
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Headquarters: Los Angeles, United States
Founded: 2015
WebsiteLinkedIn