Team Leader, Customer Support

Rocket Money's mission is to meaningfully improve the financial prosperity of millions of people. Rocket Money offers members a unique understanding of their finances and a suite of valuable services that save them time and money – ultimately giving them a leg up on their financial journey. The Customer Support team is a crucial part of our commitment to empower people to live their best financial lives. This team is responsible for providing resources and guidance to customers by answering questions, providing step by step directions, and troubleshooting issues that they might be experiencing. Their goal is to provide exceptional service that aligns with our mission and values. The Team Leader, Customer Support works to lead business initiatives to improve customer experience. They utilize their experience in the role to provide insights on support for specific areas of the customer experience. This team leader provides coaching and mentoring to team members while contributing to the growth of the support team. Provide resources and guidance for customers on how to get the most out of products Utilize online chat platform to support incoming customer questions regarding the app, their account, and other general issues Escalate technical issues to the Engineering team and communicate solutions to members Contribute to process improvements and development to enhance the customer experience through firsthand use of product and providing feedback to needed teams Troubleshoot connectivity issues with the company's linking provider Draft support articles and assist with creating member tutorials Provide feedback to the product teams Works with leadership to efficiently allocate resources to meet Service Level Agreements (SLAs) Leads/mentors team members on their specialization within customer support and career development

Rocket Money's mission is to meaningfully improve the financial prosperity of millions of people. Rocket Money offers members a unique understanding of their finances and a suite of valuable services that save them time and money – ultimately giving them a leg up on their financial journey.