Operations Associate

Rocket Money (formerly Truebill)

Operations Associate providing customer support at Rocket Money, handling inquiries via chat and email. Responsibilities include process execution, prioritization of tasks, and ensuring positive member experiences.

Posted 6/30/2026full-timeRemote • 🏈 Anywhere in North AmericaJuniorMid-Level💰 $20 - $22 per hourWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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!

Benefits

Comp & perks

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)

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

Active ListeningTaking Initiative