Customer Support Team Leader, Rocket Money

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

Desirable

• 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