Since 1988 Quicken has been the top personal management software for millions of consumers. We pioneered a radically easier and faster way for people to manage their household finances. Since then we’ve continued to focus on delighting customers and making the Quicken product and experience better than ever.

Job Title: 
Customer Care, Product Coach Team Lead
Location: 
Tucson
AZ
United States
Department: 
Care
Job Requisition Number: 
1022-19
Job Summary: 

Come join the Customer Care team at Quicken as a Product Coach Team Lead! We are looking for intelligent, experienced, and energetic technical support professionals with a coaching mindset to join our Customer Care team.

Quicken is committed to helping people lead healthy financial lives.  We’re reinvigorating our trusted brand to become the most used, most loved, and most effective personal finance software.  Customer Care is an important component in our strategy to strengthen the brand and deliver value to our customers.

The Product Coach Team Lead will lead a team of front-line representatives of Quicken and its products. Coaches engage customers on all social platforms and chat/phone by providing onboarding guidance and product use coaching and support. Positive interactions in these channels are significant drivers of product loyalty and active use.

At Quicken Inc., our Core Values are Customers First, Be Honest & Purposeful, Set a High Bar, Do What You Say, Learn Execute & Iterate, and Win Together & Celebrate.

Responsibilities: 

As a Product Coach Team Lead at Quicken, you will manage a group of coaches primarily focused on instructing and supporting our customers. Every day, coaches are expected to directly help our customers get the most out of the product by guiding them through troubleshooting issues while delivering a first-rate customer care experience, and having fun while doing it!  You and your team will monitor/respond to daily activity in the user community and other social platforms, and reply to customer inquiries in chat/phone.  The Team Lead will also be responsible for capturing insights, working with colleagues to analyze emerging issues, and sharing feedback with the larger team to make a positive impact on the organization.

This position is located in our Tucson, Arizona office and is performed onsite.  Your responsiblities as Team Lead do not allow for the flexibility to work remotely. 

Qualifications: 
  • At least one year experience working at Quicken
  • Experience managing people and/or projects
  • Working knowledge and understanding of social media platforms and etiquette
  • Have an amazing ability to explain techie things to non-techie people
  • Know a little (or a lot) about money management, banking, investing, etc.
  • Like to hustle just as much as you like to have fun
  • Excellent written and verbal communication skills
  • Exceptional reading comprehension
  • Collaborative – a team player

Recent experience with your own personal online banking or other financial apps is ideal and will help a great deal with the types of contacts that we take.

We are looking for the following attributes in our Team Lead:

  • Professional customer service skills: coaching mindset, helping nature, and passion for the customer and customer experience
  • Patience, empathy, positivity, and a high energy level
  • Flexible and quick learner, able to adapt to continuously evolving client needs
  • Self-driven with attention to detail and follow-through
  • Demonstrate speed, agility, critical-thinking, and problem-solving skills in their work, ability to ramp up quickly
  • Ability to multitask and work under pressure
  • Excellent communication skills: verbal, written, and listening 

 


Quicken is excited to be building a team of innovative and talented people that are dedicated to helping people improve their financial lives.  We believe in giving our employees the benefits and perks to keep them happy and healthy.  Whether it’s generous healthcare benefits, a 5% matching 401(k) Plan, a gym subsidy, or unlimited snacks, we believe happy employees are successful employees.  (Benefits and perks may vary based on location.)  Come join our Quicken team!

Quicken is proud to be an equal opportunity employer and considers qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition or disability.

Apply Online