Operations Associate Remote (Pacific Time Zone)

Rocket Money; United States; Hybrid; USD 28,000 - 30,000; Full time

Benefits offered by this job

Life Insurance

Long/Short Term Disability

401k Matching

Team Member Stock Purchasing Program (

Daily Lunch, Snacks & Coffee (in‑house

Commuter benefits (in-office)

Competitive Pay

Job summary

Rocket Money is seeking a focused and empathetic Customer Support specialist to assist members via chat and email, delivering clear, solutions-focused guidance. You will help manage queues, improve processes, and maintain high-quality interactions across channels.

The role emphasizes strong written communication, de-escalation skills, and an interest in personal finance, with a schedule Tue–Sat from 9am-5:30pm PT and a compensation range of $20-$22 per hour plus benefits.

Qualifications

• Experience in B2C tech or financial services is a plus.
• Excellent written communication.
• Ability to de-escalate and manage expectations.
• Comfort explaining complex financial topics in writing.
• Experience with chat and email support.

Responsibilities

• Handle inbound chat and email inquiries from members, delivering clear, empathetic, and solutions-focused support.
• Develop, maintain and execute processes that provide key services to users across chat and email channels.
• Prioritize multiple queues and manage daily workflow to ensure requests are resolved quickly and efficiently.
• Resolve unique situations and improve workflows to account for new or uncommon issues.
• Ensure a positive member experience by actively listening, de-escalating when needed, and following up on open issues.
• Communicate complex financial topics clearly and confidently in writing across chat and email.

Skills

Inbound chat

Email support

Empathy

Written communication

De-escalation

Cross-channel writing

Workflow management

Initiative

Personal finance interest

Customer service

Job description

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.

Please note: The schedule for this role is Tuesday - Saturday (9am-5:30pm PT)

• Handle inbound chat and email inquiries from members, delivering clear, empathetic, and solutions-focused support
• Develop, maintain and execute processes that provide key services to users across chat and email channels
• Prioritize multiple queues and manage daily workflow to ensure requests are resolved quickly and efficiently
• Resolve unique situations and improve workflows to account for new or uncommon issues
• Ensure a positive member experience by actively listening, de-escalating when needed, and following up on open issues
• Communicate complex financial topics clearly and confidently in writing across chat and email
• You have an interest in personal finance and a desire to see others succeed in managing their money.
• Excellent written communication - You write clearly, listen actively through written cues, and put members at ease across chat and email.
• Empathy & De-escalation - You stay calm under pressure and know how to turn a frustrated member interaction into a positive experience.
• Great Cross-Channel Communication - Your writing is strong for real-time chat, email follow-up, and internal notes.
• Proactive Problem Solving - you're able to identify possible issues and potential resolutions in real time while supporting members through written channels.
• Workflow Management - You know how to efficiently balance multiple competing priorities, including managing chat and email queues.
• Taking Initiative - You're willing to jump in and help wherever help is needed. You love to learn and are constantly looking to improve.
• Prior chat and/or email-based customer service experience in a B2C tech or financial services company is a plus!
• Life Insurance
• Long/Short Term Disability
• Competitive Pay
• 401k Matching
• Team Member Stock Purchasing Program (TMSPP)
• Daily Lunch, Snacks & Coffee (in-office only)
• Commuter benefits (in-office only)

We are committed to setting every new hire up for success. All new team members will participate in a structured, hands-on training period designed to build confidence and ensure alignment with role expectations. The program includes clear milestones, regular progress check-ins, and direct feedback. Progress will be closely monitored to confirm that key skills and responsibilities are being met within the training timeline. Our goal is to provide the clarity, resources, and accountability needed so that success in the role is both achievable and measurable.

Additional information: Salary range of $20 - $22/hour + bonus + benefits. Base pay offered may vary depending on job-related knowledge, skills, and experience.

This job description is an outline of the primary responsibilities of this position and may be modified at the discretion of the company at any time. Decisions related to employment are not based on race, color, religion, national origin, sex, physical or mental disability, sexual orientation, gender identity or expression, age, military or veteran status or any other characteristic protected by state or federal law. The company provides reasonable accommodations to qualified individuals with disabilities in accordance with applicable state and federal laws.

The information regarding compensation and other benefits included in this paragraph is the company's current, good faith estimate at the time of posting. [Compensation and benefits are subject to modification from time to time as the Company, in its sole and exclusive discretion, deems appropriate.] The Company may determine during its future reviews of the proposed compensation and benefits provided for this position, that the compensation and benefits for such position should be reduced. In no event will the Company reduce the compensation for the position to a level below the applicable jurisdictional minimum wage rate for the position. Los Angeles County and San Francisco Candidates only: qualified applicants with arrest or conviction records will be considered for employment per the Fair Chance Ordinance and the Fair Chance Initiative for Hiring.

Company Culture

Rocket Money's Mission

Passion for Fintech Industry

Rocket Money's Product

Flexible Work Arrangements (Remote/Hybrid)

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Rocket Money's Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.