Team Leader, Operations - Customer Support

Remote(US)full timeRemote

Apply on Employer Site

mid

$60k–$75k

H1B: no

Truebill Team Leader, Operations - Customer Support at Rocket Money leads a team of Operations Associates to drive team performance and member satisfaction. The role involves coaching, process improvement, and managing support volume across chat and email.

Responsibilities

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.
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

Qualification

Minimum RequirementsBackground in a B2C technology companyExperience using Intercom

Required

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

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

Benefits

Dental
Vision
401(k)
PTO
Tuition
Life Insurance

Company

Truebill

View company page

Source: greenhouse

Active within the past hour

Remote-friendly

More roles at Truebill

Team Leader, Engineering - Account Linking

New York

Full Stack Engineer, Autopilot

New York

Growth Marketing Manager - TV

Detroit

Creative Project Manager

Detroit

Boost Your Interview Chances

Improve Resume Match Score

Free

Your Score

9.0

Strong Applicant

Must-Have Skills for This Role

LookerIntercom

Optimize my Resume

Apply Faster with Autofill

Free

Save your profile once. LumiJobs pre-fills the employer's application form so you stop re-typing the same answers on every site.

Apply With Autofill

Or skip LumiJobs's tools and submit directly on the employer's career site.

Apply on Employer Site