Team Leader, Bill Negotiations Operations

ABOUT ROCKET MONEY🔮

Rocket Money’s mission is to meaningfully improve the financial prosperity of millions of people. Rocket Money offers members a unique understanding of their finances and a suite of valuable services that save them time and money – ultimately giving them a leg up on their financial journey.

Please note: the schedule for this role will be M-F in Eastern Time Zone 

ABOUT THE ROLE 🎉

The Team Leader, Bill Negotiations Operations works to lead business initiatives to improve customer experience and bill negotiation operations.  This team leader provides coaching and mentoring to team members while contributing to the growth of the operations team.

Below is an outline of the primary responsibilities of this position. As with everything in life, things change. The tasks and responsibilities can be changed, added to, removed, amended, deleted and modified at any time by the leadership group.

• Provide resources and guidance for customers throughout the bill negotiation process


• Utilize online chat platform to support broad range of incoming customer questions regarding bill negotiations


• Escalate issues to offshore partners and communicate solutions to members


• Contribute to process improvements and development across bill negotiation operations


• Manage high level customer escalations


• Responsible for team performance management


• Assist in creating and updating standard operating procedure and training documentation


• Works with leadership to efficiently allocate resources and improve processes


• Leads/mentors team members and supports career development

ABOUT YOU 🦄

Minimum Requirements:

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

Preferred Requirements:

• 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

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


• Tuition Reimbursement


• Unlimited PTO


• Daily Lunch, Snacks & Coffee (in-office only)


• Commuter benefits (in-office only)

Additional information: Salary range of $50,000 - $65,000/year + bonus + benefits. Base pay offered may vary depending on job-related knowledge, skills, and experience.

Rocket Money is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.