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 is Tuesday - Saturday (9am-5:30pm PT)
ABOUT THE ROLE 🤹♀️
- Handle inbound chat and email inquiries from members, delivering clear, empathetic, and solutions-focused support
- Develop, maintain and execute processes that provide key services to users across chat and email channels
- Prioritize multiple queues and manage daily workflow to ensure requests are resolved quickly and efficiently
- Resolve unique situations and improve workflows to account for new or uncommon issues
- Ensure a positive member experience by actively listening, de-escalating when needed, and following up on open issues
- Communicate complex financial topics clearly and confidently in writing across chat and email
ABOUT YOU 🦄
- You have an interest in personal finance and a desire to see others succeed in managing their money.
- Excellent written communication - You write clearly, listen actively through written cues, and put members at ease across chat and email.
- Empathy & De-escalation - You stay calm under pressure and know how to turn a frustrated member interaction into a positive experience.
- Great Cross-Channel Communication - Your writing is strong for real-time chat, email follow-up, and internal notes.
- Proactive Problem Solving - you're able to identify possible issues and potential resolutions in real time while supporting members through written channels.
- Workflow Management - You know how to efficiently balance multiple competing priorities, including managing chat and email queues.
- Taking Initiative - You're willing to jump in and help wherever help is needed. You love to learn and are constantly looking to improve.
- Prior chat and/or email-based customer service experience in a B2C tech or financial services company is a plus!
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)
We are committed to setting every new hire up for success. All new team members will participate in a structured, hands-on training period designed to build confidence and ensure alignment with role expectations. The program includes clear milestones, regular progress check-ins, and direct feedback. Progress will be closely monitored to confirm that key skills and responsibilities are being met within the training timeline. Our goal is to provide the clarity, resources, and accountability needed so that success in the role is both achievable and measurable.
Additional information: Salary range of $20 - $22/hour + 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.
Skills Required
- Interest in personal finance and desire to help others manage money
- Excellent written communication for chat, email, and internal notes
- Empathy and de-escalation skills to manage frustrated members
- Ability to communicate complex financial topics clearly in writing
- Proactive problem solving and ability to identify resolutions in real time
- Workflow management and ability to balance multiple chat and email queues
- Willingness to take initiative and learn continuously
- Prior chat and/or email-based customer service experience in a B2C tech or financial services company
What We Do
Rocket Money is a leading personal finance app with a mission to improve the financial prosperity of millions of people. We offer over 5 million members a centralized destination to manage their finances, with valuable services that save both time and money — ultimately giving them a leg up on their financial journey. Members can manage their subscriptions, lower their bills, build budgets and automatically set aside money to reach their savings goals. At Rocket Money, we believe we can do our best work operating as a team. We are committed to using our experience at work to support our own and each other's personal growth. If you are someone who enjoys solving hard problems, thrives on collaboration and is passionate about our mission, let's talk. We hire from all industries and look for a diverse set of experiences in our talent. To see our open roles go to www.rocketmoney.com/careers.
