运营团队负责人 - 客户支持
Team Leader, Operations - Customer Support
**关于 Rocket Money 🔮**
Rocket Money 的使命是切实提升数百万人的财务状况。我们为会员提供对其财务状况的独特理解，以及一系列强大的工具，帮助他们节省时间和金钱，让他们在财务旅程中获得真正的优势。
请注意：该职位的工作时间是周二至周六（太平洋时间或山地时间区，上午9点至下午5点）
**关于团队 🤝**
客户支持团队是我们对卓越会员体验承诺的核心。我们通过回答问题、提供分步指导和快速有效地解决问题，帮助客户最大程度地利用 Rocket Money。我们的团队对自己有高标准——每天提供的支持都体现了我们的使命和价值观。
**关于职位 🎉**
作为运营部门的客户支持团队负责人，你将推动团队表现和会员满意度。你将指导和培养运营专员团队，推动流程改进计划，并树立我们所建立的文化基调——一个让人感到被支持、被重视并有动力做好工作的环境。
免责声明：以下职责代表该职位的主要范围。与任何动态组织一样，职责可能会根据管理层的决定随时间而变化。
**你将负责**
- 支持团队成员的成长，包括他们在日常支持工作中的表现以及长期职业发展
- 在 Rocket Money 的产品上建立深入的专业知识，成为团队的首选资源，并在需要时直接处理客户互动
- 监督聊天和电子邮件的客服量，根据需要进行调整，以确保我们的客户得到及时有效的回应
- 通过跨职能升级支持团队成员，在解决过程中遇到阻碍时为其辩护
- 识别流程改进的机会，并推动能提升整体客户体验的变更
- 通过定期的一对一沟通，向团队提供诚实且可操作的反馈
- 将一线客户洞察传达给相关团队，使反馈影响产品的演进方向
- 定期查看 Looker 仪表板，跟踪团队表现，并对团队达成部门目标负责
**关于你 🦄**
_最低要求：_
- 3年以上客户服务或相关领域经验
- 展现出优秀的沟通能力和问题解决能力
查看英文原文
**ABOUT ROCKET MONEY 🔮**
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 either Pacific or Mountain Time Zone)
**ABOUT THE TEAM 🤝**
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.
**ABOUT THE ROLE 🎉**
As a Customer Support Team Leader within Operations, you'll be a driving force behind team performance and member satisfaction. You'll coach and develop a team of Operations Associates, drive process improvement initiatives, and set the tone for the kind of culture we've built - one where people feel supported, valued, and motivated to do their best work.
_Disclaimer: 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
**ABOUT YOU 🦄**
_Minimum Requirements:_
- 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
**WE OFFER 💫**
- Health, Dental & Vision Plans
- Life Insurance
- Long/Short Term Disability
- Competitive Pay
- 401k Matching
- Team Member Stock Purchasing Program (TMSPP)
- [Learning & Development Opportunities](https://www.myrocketcareer.com/working-here/training-and-development/)
- Tuition Reimbursement
- Unlimited PTO
- 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._