Rocket Money is seeking a passionate Customer Experience Associate to join our team and provide exceptional support to our members.
In this fully remote role, you’ll engage with users through online chat, answer questions, troubleshoot issues, and guide them on their financial journey. This position requires excellent communication skills, a customer-centric approach, and a passion for personal finance.
- Company: Rocket Money
- Location: Fully Remote (USA)
- Salary: $20 – $24 per hour + bonus + benefits
Empower Financial Well-being: Be a Remote Customer Experience Associate at Rocket Money
Are you passionate about helping people achieve their financial goals? Rocket Money, a leading personal finance platform, is seeking a dedicated Customer Experience Associate to join our team in a fully remote capacity.
About Rocket Money:
Rocket Money’s mission is to empower people to live their best financial lives. We offer our members a unique understanding of their finances and a suite of valuable services that save them time and money. We’re a fast-growing company with a supportive and collaborative culture, and we’re looking for individuals who share our passion for helping others achieve financial success.
About the Role:
As a Customer Experience Associate, you’ll be the friendly face of Rocket Money, interacting with our members through online chat. You’ll answer questions about the app, assist with account issues, and provide guidance on how to maximize the benefits of their Premium Memberships. You’ll also play a key role in identifying and escalating technical issues, drafting support articles, and providing feedback on new features.
This is a fully remote position, offering you the flexibility to work from anywhere in the United States. You’ll be required to work a regular schedule that includes weekends.
Responsibilities:
- Customer Support: Provide excellent customer service through online chat, answering questions, troubleshooting issues, and guiding members on their financial journey.
- Premium Membership Support: Assist members in maximizing the value of their Premium Memberships.
- Technical Escalation: Identify and escalate technical issues to the engineering team, communicating solutions effectively to members.
- Content Creation: Draft support articles and assist with creating member tutorials to enhance the user experience.
- Product Feedback: Use the Rocket Money app regularly and provide detailed feedback to the product team on beta features.
About You:
- Passion for Finance: You have a genuine interest in personal finance and a desire to help others succeed in managing their money.
- Excellent Communication: Your writing is impressive, and you enjoy interacting with people through online chat.
- Empathetic: You can relate to and validate our member’s experiences, finding meaningful solutions to improve their situation.
- Problem-Solver: You’re proactive in identifying potential issues and finding effective resolutions.
- Organized & Efficient: You can manage multiple competing priorities and maintain a high level of productivity.
- Self-Motivated: You’re committed to continuous improvement and are always looking for ways to learn and grow.
- Bonus: Customer service experience in a B2C tech company is a plus.
What We Offer:
- Competitive Compensation: $20 – $24/hour + bonus + benefits.
- Comprehensive Benefits: Health, dental, and vision insurance, 401k matching, and unlimited PTO.
Quick Tips for Applicants: Stand Out as the Ideal Customer Experience Associate
- Showcase Your Passion for Personal Finance and Helping Others:
- Go Beyond Stating Your Interest: Share examples of how you’ve helped others with their finances, perhaps by volunteering at a financial literacy organization or offering guidance to friends and family.
- Connect to Rocket Money’s Mission: Explain how your personal interest in finance aligns with Rocket Money’s mission of empowering people to live their best financial lives.
- Highlight Your Communication Skills:
- Written Communication is Key: This role relies heavily on written communication through online chat. Showcase your ability to write clearly, concisely, and empathetically. Provide examples of how your communication skills have helped you build rapport with customers and resolve issues effectively.
- Adaptability: Demonstrate your ability to adjust your communication style to different audiences and situations. Some customers may require more technical explanations, while others may need a more empathetic and supportive approach.
- Demonstrate Your Problem-Solving and Initiative:
- Proactive Problem-Solving: Share examples of how you’ve proactively identified and solved problems in previous roles, demonstrating your ability to think critically and take initiative.
- Technical Troubleshooting: Highlight your ability to troubleshoot basic technical issues related to apps or software. This could include helping users navigate the app, reset passwords, or resolve connectivity problems.
- Emphasize Your Tech Savviness:
- App Familiarity: Familiarize yourself with the Rocket Money app before your interview. This will demonstrate your interest in the company and your ability to learn new technologies quickly.
- Tech Comfort: Showcase your comfort with technology in general, including your experience with online chat platforms, mobile apps, and other digital tools.
- Showcase Your Remote Work Capabilities:
- Self-Motivation and Discipline: Remote work requires a high degree of self-motivation and discipline. Share examples of how you’ve successfully managed your time, prioritized tasks, and met deadlines without direct supervision.
- Productivity and Focus: Highlight your ability to create a productive and distraction-free work environment at home. Describe any strategies you use to stay focused and maintain a healthy work-life balance while working remotely.
Ready to find a career with purpose?
At F5 Remote Jobs, our mission is to connect talented professionals from around the world with the best remote job opportunities offered by top companies in the United States. In an increasingly digital world, we believe the future of work lies in flexibility and the ability to work from anywhere.