Description
Join us in building the future of finance. Our mission is to democratize finance for all.
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. You will coach and develop team members focusing on technical coaching and driving subject matter expertise.
In this role, you will help drive performance through coaching, quality standards, and service-level accountability while partnering with operations, quality assurance, and compliance teams to continuously improve the customer experience.
Schedule & Work Environment This role is based in our Denver, CO or Westlake, TX office and requires 100% in-office attendance. The team operates seven days a week from 7:00 a.m. to 10:00 p.m. ET. Employees will work either five 8-hour shifts or four 10-hour shifts per week, depending on business needs.
At Robinhood, we believe in the power of in-person work to accelerate progress, spark innovation, and strengthen community. Our office experience is intentional, energizing, and designed to fully support high-performing teams.
Responsibilities
- Help develop a team of customer experience representatives delivering support directly to our 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 our 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
What We Offer
- 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.
Base Pay Range: Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC): $34-$40 USD Zone 2 (Denver, CO; Westlake, TX; Chicago, IL): $34-$40 USD Zone 3 (Lake Mary, FL; Clearwater, FL; Gainesville, FL): $33.15-$39 USD