Team Leader, Customer Support

Rocket Money; United States; Remote; USD 60,000 - 75,000; Full time

Benefits offered by this job

401k Matching

Team Member Stock Purchasing Program (

Daily Lunch, Snacks & Coffee (in‑the‑m

Commuter Benefits (in‑office only)

Life Insurance

Long/Short Term Disability

Competitive Pay

Job summary

Rocket Money is seeking a Customer Support Team Lead to guide a growing group of support specialists. You will mentor staff, deepen product knowledge, and ensure timely, high‑quality responses across chat and email.

The role emphasizes coaching, cross‑functional collaboration, and data‑driven improvements to the customer experience. The position requires 3+ years in customer service with leadership experience and a background in a B2C tech environment is a plus.

Qualifications

• 3+ years of experience in customer service or a closely related field.
• Demonstrated leadership experience managing a team of five or more direct reports preferred.
• Background in a B2C technology company is a plus.
• Familiarity with data reporting tools and customer analytics is advantageous.

Responsibilities

• Support the growth and development of team members through coaching and 1:1s.
• Develop deep product knowledge and serve as a go‑to resource for the team.
• Oversee incoming support volume across chat and email to ensure timely responses.
• Guide cross‑functional escalations and advocate for timely resolutions.
• Identify process improvements to enhance the customer experience.
• Provide honest, actionable feedback to the team and share insights with product.
• Monitor Looker dashboards and hold the team accountable to goals.

Skills

Leadership

Team management

Customer support

Looker familiarity

Intercom experience

Tools

Looker

Intercom

Job description

Rocket Money's mission is to meaningfully improve the financial prosperity of millions of people. We offer members a unique understanding of their finances and a suite of powerful tools that save them time and money, giving them a real leg up on their financial journey.

Please note: The schedule for this role is Tuesday - Saturday (9am - 5pm in Central Time Zone)

The Customer Support team is at the heart of our commitment to exceptional member experiences. We empower customers to get the most out of Rocket Money by answering questions, providing step-by-step guidance, and resolving issues quickly and effectively. Our team holds itself to a high standard - delivering support that reflects our mission and values every single day.

The responsibilities outlined below represent the primary scope of this role. As with any dynamic organization, duties may evolve over time at the discretion of leadership.

WHAT YOU'LL DO

• Support the growth of your team members, both in their day-to-day support work and in their longer-term career development
• Develop deep expertise across Rocket Money's products, serving as a go-to resource for your team and stepping in to handle customer interactions directly when volume calls for it
• Oversee incoming support volume across chat and email, identifying adjustments as needed to ensure our customers receive timely and effective responses
• Support team members through cross-functional escalations, stepping in to advocate for them when resolutions stall
• Identify opportunities for process improvements and champion changes that enhance the overall customer experience
• Give honest, actionable feedback to your team through regular 1:1s
• Bring frontline customer insights to the right teams so that feedback shapes how the product evolves
• Regularly review Looker dashboards to track team performance and hold the team accountable to department goals
• 3+ years of experience in customer service or a closely related field
• Demonstrated experience in a leadership or team lead capacity, with experience managing a team of five or more direct reports preferred

Preferred Requirements

• Background in a B2C technology company
• Familiarity with Looker or similar data reporting tools
• Experience using Intercom
• 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)

Additional information: Salary range of $60,000 - $75,000 + bonus + benefits, based on job-related knowledge, skills, and experience. Base pay offered may vary depending on job-related knowledge, skill, 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.

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 a confidential 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.