Customer Experience Team Lead, Money

Skills

About the Role

You will help lead a team of customer support representatives on the Money (Credit and Banking) desk, coaching them and driving subject matter expertise. You will handle escalations and complex customer situations, oversee daily operations like queue management and service levels, and partner with QA, operations and compliance to keep quality high. The role is based in Westlake, TX with in-person attendance at least 3 days a week, and shifts run between 7:00am and 9:00pm EST.

Requirements

• Strong coaching and leadership skills
• Excellent written and verbal communication skills
• 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

Responsibilities

• Help develop a team of customer experience representatives
• Provide ongoing coaching and performance feedback
• Handle escalated customer concerns and resolve complex issues
• 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 regulatory alignment
• Support the queues and customers directly during surges

Benefits

• Bonus programs
• Equity ownership
• 401(k) matching
• 100% paid health insurance for employees with 90% coverage for dependents
• Robinhood Employee Fund access
• Access to AI tools and AI skill-building
• Lifestyle wallet
• Employer-paid life and disability insurance
• Fertility benefits
• Mental health benefits
• Company holidays, paid time off, sick time, parental leave
• Catered meals and events