Operations Associate

Rocket Money
Pacific/Pitcairn
Workplace: RemoteFull timeUSD 20 - 22 hourlyFunction: Customer Support (Service Desk)Skills: ["Communication","Empathy","De-escalation","Problem-solving","Workflow management","Taking initiative"]

Manage inbound member inquiries across chat and email, delivering clear, empathetic, solutions-focused support. Build and maintain processes that support key member services, and efficiently prioritize multiple queues to resolve requests quickly. Tackle unique or uncommon situations, improve workflows over time, and ensure a positive experience through active listening, de-escalation, and timely follow-up. Communicate complex personal finance topics confidently in writing.

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FursaFursa
Rocket Money
Rocket Money
2 months ago

Operations Associate

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Manage inbound member inquiries across chat and email, delivering clear, empathetic, solutions-focused support. Build and maintain processes that support key member services, and efficiently prioritize multiple queues to resolve requests quickly. Tackle unique or uncommon situations, improve workflows over time, and ensure a positive experience through active listening, de-escalation, and timely follow-up. Communicate complex personal finance topics confidently in writing.
Location: Pacific/Pitcairn
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)

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.
  • •Prioritize multiple queues and manage daily workflow to resolve requests quickly and efficiently.
  • •Resolve unique situations and improve workflows for new or uncommon issues.
  • •Ensure a 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 InsuranceDisability401kEquityPaid LeaveLearning Budget

Key Requirements

  • •Interest in personal finance and a desire to help others manage their money.
  • •Excellent written communication for real-time chat and email follow-ups.
  • •Strong empathy and de-escalation skills to handle frustrated interactions calmly.
  • •Ability to proactively identify issues and potential resolutions while supporting members in written channels.
  • •Experience in chat and/or email-based customer service in a B2C tech or financial services company is a plus.
Experience:Personal financeB2CFinancial services
Skills:CommunicationEmpathyDe-escalationProblem-solvingWorkflow managementTaking initiative
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