Team Leader, Bill Negotiations Operations San Francisco, CA, Washington, D.C., New York City, N[...]

Truebill; Mississippi; Remote; USD 50,000 - 65,000; Full time

Job summary

An innovative company is seeking a Team Leader for Bill Negotiations Operations to enhance customer experiences and lead a dynamic team. This role involves mentoring team members, managing escalations, and contributing to process improvements in a fast-paced environment. With a focus on customer service excellence, the ideal candidate will have a background in B2C technology and proven leadership skills. Join a mission-driven organization that empowers individuals to take control of their financial journey while enjoying a competitive salary and benefits package.

Qualifications

• 3+ years in customer service or a relevant role.
• Experience in a B2C tech company and leadership.

Responsibilities

• Lead team initiatives to enhance customer experience in bill negotiations.
• Provide coaching and manage team performance.

Skills

Customer Service

Leadership

Process Improvement

Communication

Tools

Online Chat Platform

Job description

Team Leader, Bill Negotiations Operations

San Francisco, CA, Washington, D.C., New York City, NY, Remote (USA)

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 will be M-F in Eastern Time Zone

The Team Leader, Bill Negotiations Operations works to lead business initiatives to improve customer experience and bill negotiation operations. This team leader provides coaching and mentoring to team members while contributing to the growth of the operations team.

Below is an outline of the primary responsibilities of this position. As with everything in life, things change. The tasks and responsibilities can be changed, added to, removed, amended, deleted and modified at any time by the leadership group.

1. Provide resources and guidance for customers throughout the bill negotiation process
2. Utilize online chat platform to support broad range of incoming customer questions regarding bill negotiations
3. Escalate issues to offshore partners and communicate solutions to members
4. Contribute to process improvements and development across bill negotiation operations
5. Manage high level customer escalations
6. Responsible for team performance management
7. Assist in creating and updating standard operating procedure and training documentation
8. Works with leadership to efficiently allocate resources and improve processes
9. Leads/mentors team members and supports career development

Minimum Requirements:

• You have at least 3 years of experience in a customer service, or relevant role

Preferred Requirements:

• You have experience in a B2C technology company
• You have experience in a leadership role
• You have experience with design processes and implementation for technology products

Additional information: Salary range of $50,000 - $65,000/year + bonus + benefits. Base pay offered may vary depending on job-related knowledge, skills, and experience.

Rocket Money is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.