Team Leader, Customer Support
On-site
Core
Lead a team of Operations Associates to deliver customer support via chat and email, resolve escalations, and drive process improvements for Rocket Money's financial management tools.
Role type
Senior IC Customer Support Team Leader
Builds
Customer support operations and team performance
Domain
Fintech / Consumer Finance
Deliverable
dashboards & analysis
Required skills
Team leadership, process improvement, cross-functional collaboration, data analysis, product expertise, performance management
Preferred skills
B2C technology background, Looker, Intercom
Responsibilities
Coach and develop team members, oversee incoming support volume, support cross-functional escalations, identify process improvement opportunities, review Looker dashboards to track performance
Seniority
Senior, hands-on IC