Associate Team Leader, Support Level II

About the position

Morningstar is seeking an Associate Team Leader to support our US Level II Data and Product Support team in Chicago. This role is ideal for a proactive and client-focused professional ready to take the next step in leadership. You’ll help coordinate daily operations, mentor junior team members, and ensure high-quality service delivery across Morningstar’s platforms.

Responsibilities

• Support the team members in managing day-to-day operations of the Level II Support team in US.
• Act as a point of contact for escalated client issues, ensuring timely and professional resolution.
• Coach and mentor entry-level support specialists, fostering a culture of learning and performance.
• Collaborate with internal teams (Customer Success, Product, Sales, Development) to streamline support processes and improve client outcomes.
• Monitor service metrics and contribute to reporting on case resolution times and client satisfaction.
• Assist in refining SOPs and implementing process improvements based on client feedback and team insights.
• Participate in global support initiatives to ensure consistent service standards across regions.

Requirements

• 4+ years of client service experience, preferably in financial technology or data services.
• Demonstrated ability to manage client relationships and resolve complex issues.
• Strong communication skills, both written and verbal, with a client-first mindset.
• Experience mentoring or guiding junior team members.
• Comfortable working in a metric-driven environment with a focus on continuous improvement.
• Bachelor’s degree in Business, Finance, or a related field.

Nice-to-haves

• Familiarity with Morningstar platforms is a plus.

Benefits

• 100% 401k match up to 6% of salary
• Stock Ownership Potential
• Company provided life insurance - 1x salary + commission
• Comprehensive health benefits (medical/dental/vision) including potential premium discounts and company-provided HSA contributions (up to \$500-\$2,000 annually) for specific plans and coverages
• Additional medical Wellness Incentives - up to \$300-\$600 annual
• Company-provided long- and short-term disability insurance
• Trust-Based Time Off
• 6-week Paid Sabbatical Program
• 6-Week Paid Family Caregiving Leave
• Competitive 8-24 Week Paid Parental Leave
• Adoption Assistance
• Leadership Coaching & Formal Mentorship Opportunities
• Annual Flex Stipend - \$1000 annually to cover personal education & well-being expenses
• Tuition Reimbursement
• Charitable Matching Gifts program
• Dollars for Doers volunteer program
• Paid volunteering days
• 15+ Employee Resource & Affinity Groups