# Overnight Customer Experience Team Lead

**Company**: Robinhood
**Location**: Denver, CO
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: $34-$40 USD
**Category**: Operations
**Industry**: Finance

**Apply**: https://job-boards.greenhouse.io/robinhood/jobs/8209840?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_49be08a8-7b0

## Description

Join Robinhood in building the future of finance, where an estimated $124 trillion of assets will be inherited by younger generations in the next two decades.

As a Customer Experience Team Lead, you will help lead a team of customer support representatives responsible for delivering high-quality service and resolving customer issues efficiently.

**Responsibilities**

- Help develop a team of customer experience representatives delivering support directly to customers

- Provide ongoing coaching and performance feedback to drive strong customer outcomes and team development

- Handle escalated customer concerns and resolve complex issues with urgency and professionalism

- Oversee daily operations including queue management, workforce coordination, and service-level adherence

- Monitor team performance metrics and partner with leadership to drive continuous improvement

- Collaborate with QA, operations leaders, and compliance teams to maintain quality standards and ensure regulatory alignment

- Lead by example by supporting the queues and customers directly during times of surges

**Requirements**

- Active FINRA Series 7 and Series 63; Series 9/10 or 24 preferred (or ability to obtain 9/10 within 120 days)

- Strong coaching and leadership skills with a passion for developing frontline talent

- Excellent written and verbal communication skills

- Proven ability to operate in a fast-paced, high-volume environment while managing competing priorities

- Strong analytical and problem-solving skills with attention to detail

- Flexibility in scheduling to support business needs

**Benefits**

- Challenging, high-impact work to grow your career

- Performance-driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching

- Best-in-class benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents

- Lifestyle wallet , a highly flexible benefits spending account for wellness, learning, and more

- Employer-paid life & disability insurance, fertility benefits, and mental health benefits

- Time off to recharge including company holidays, paid time off, sick time, parental leave, and more!

- Exceptional office experience with catered meals, events, and comfortable workspaces

## Skills

### Required
- FINRA Series 7
- FINRA Series 63
- leadership
- coaching
- communication
- analytical skills
- problem-solving

### Nice to have
- FINRA Series 9/10
- Series 24

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/robinhood/jobs/8209840?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)