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About the Role
Join us in building the future of finance.
Our mission is to democratize finance for all. An estimated $124 trillion of assets will be inherited by younger generations in the next two decades. The largest transfer of wealth in human history. If you’re ready to be at the epicenter of this historic cultural and financial shift, keep reading.
About the team + role
We are building an elite team, applying frontier technologies to the world’s biggest financial problems. We’re looking for bold thinkers. Sharp problem-solvers. Builders who are wired to make an impact. Robinhood isn’t a place for complacency, it’s where ambitious people do the best work of their careers. We’re a high-performing, fast-moving team with ethics at the center of everything we do. Expectations are high, and so are the rewards. Robinhood’s Customer Experience team plays a critical role in Democratizing Finance for All. Our customer experience team supports customers across a wide range of account needs, delivering timely, accurate, and empathetic support across multiple channels.
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. You’ll support the Customer Experience Manager to ensure operational excellence, and act as a point of contact for escalations and complex customer situations. 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 Westlake, TX office, with in-person attendance expected at least 3 days per week.
The team operates on a 24/7 schedule. Employees will work either five 8-hour shifts or four 10-hour shifts per week, depending on business needs. Specific schedules will be determined after hire.
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.
Key Technical Responsibilities
- check_circle Help develop a team of customer experience representatives delivering support directly to our customers
- check_circle Provide ongoing coaching and performance feedback to drive strong customer outcomes and team development
- check_circle Handle escalated customer concerns and resolve complex issues with urgency and professionalism
- check_circle Oversee daily operations including queue management, workforce coordination, and service-level adherence
- check_circle Monitor team performance metrics and partner with leadership to drive continuous improvement
- check_circle Collaborate with QA, operations leaders, and compliance teams to maintain quality standards and ensure regulatory alignment
- check_circle Lead by example by supporting the queues and our customers directly during times of surges
Prerequisites & Qualifications
- check Active FINRA Series 7 and Series 63; Series 9/10 or 24 preferred (or ability to obtain 9/10 within 120 days)
- check Strong coaching and leadership skills with a passion for developing frontline talent
- check Excellent written and verbal communication skills
- check Proven ability to operate in a fast-paced, high-volume environment while managing competing priorities
- check Strong analytical and problem-solving skills with attention to detail
- check Flexibility in scheduling to support business needs
About Robinhood Greenhouse Board
Verified hiring organization details.
Robinhood Greenhouse Board is a technology and software entity operating under the broader Robinhood ecosystem, with key operational locations in Denver, CO, and Westlake, TX. The organization focuses on technical development and talent acquisition initiatives to support Robinhood's mission of democratizing finance for all.