Operations Associate

Rocket Money
America/Montreal, Estonia
Workplace: RemoteFull timeUSD 20 - 22 hourlyFunction: Customer Support (Service Desk)Skills: ["Communication","Empathy","De-escalation","Problem-solving","Initiative"]

Handle inbound member inquiries via chat and email, providing clear, empathetic, and solutions-focused support. Build and execute processes that deliver key services across communication channels, triage multiple queues, and resolve unique cases that surface new issues. Use strong written communication to de-escalate and follow up, while continuously improving workflows based on learnings from daily support operations.

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FursaFursa
Rocket Money
Rocket Money
3 days ago

Operations Associate

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Handle inbound member inquiries via chat and email, providing clear, empathetic, and solutions-focused support. Build and execute processes that deliver key services across communication channels, triage multiple queues, and resolve unique cases that surface new issues. Use strong written communication to de-escalate and follow up, while continuously improving workflows based on learnings from daily support operations.
Location: America/Montreal, Estonia
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Handle inbound chat and email inquiries from members with clear, empathetic, solutions-focused support.
  • •Develop, maintain, and execute processes that deliver key services across chat and email channels.
  • •Prioritize multiple queues and manage daily workflow to resolve requests quickly and efficiently.
  • •Resolve unique situations and improve workflows to account for new or uncommon issues.
  • •Ensure positive member experience through active listening, de-escalation, and follow-up on open issues.

Pay and Benefits

Salary: USD 20 - 22 hourly
Perks:Health InsuranceDentalVisionLife Insurance401kPaid Leave

Key Requirements

  • •Interest in personal finance and a desire to help others manage their money.
  • •Excellent written communication for chat and email, including active listening through written cues.
  • •Strong empathy and de-escalation skills to stay calm under pressure.
  • •Experience managing multiple priorities and workflow across chat and email queues.
  • •Prior chat/email-based customer service experience in B2C tech or financial services (plus).
Experience:B2C techFinancial services
Skills:CommunicationEmpathyDe-escalationProblem-solvingInitiative
Languages:English

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