Customer Support Team Leader, Rocket Money
$50-65k
+ Team Member Stock Purchasing Program (TMSPP); + Bonus
Smart financial management and spending analysis app
Be an early applicant
Smart financial management and spending analysis app
201-500 employees
Be an early applicant
$50-65k
+ Team Member Stock Purchasing Program (TMSPP); + Bonus
201-500 employees
Company mission
To empower people to live their best financial lives.
Role
Who you are
- You have at least 3 years of experience in a customer service, or relevant role
Desirable
- 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
What the job involves
- 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
Our take
Managing finances has become increasingly difficult in the last couple of decades, despite access to online banking and other financial apps. The mass of subscriptions, standing orders and utility bills the average American is subject to ultimately makes it difficult to assess and manage their finances within one place.
Rocket Money (formerly Truebill) provides a mobile application that includes a variety of tools that aim to simplify financial management. Tools include an automatic subscription tracker which aims to increase transparency and simplicity for canceling unwanted subscriptions, in addition to monthly spending analytics and budgeting plans.
Whilst there seems to be an app for just about every form of financial management, Rocket Money has taken much-needed action by unifying everything into a single app. Whilst the company initially focused on financial management tools, it's now branched out to more direct financial tools such as utility bill comparison services, autopilot saving and paycheque advance loans.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
17% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jun 2021
$45m
SERIES D
Nov 2020
$17m
SERIES C
Total funding: $84m
Company benefits
- Health, Dental & Vision Plans
- Competitive Pay
- Matching 401k
- Unlimited PTO
- Lunch daily
- Snacks & Coffee
- Commuter benefits
Company HQ
Downtown Silver Spring, Silver Spring, MD
Leadership
Haroon Mokhtarzada
(CEO & Chairman)They worked as CEO of Webs for 10 years, while studying at Harvard Law School, before working as VP at Vistaprint. They left this role in 2016 having co-founded Truebill (which later became Rocket Money) in November 2015.
Yahya Mokhtarzada
(CRO)Having studied at the University of Maryland, they worked in Business Development for Webs.com, SGN, appssavvy, and Nanigans for a combined 9 years. In November 2015 they co-founded Truebill.
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