Customer Experience Team Lead, RHM Executive Office
Robinhood helps users invest in stocks, ETFs, options, and cryptocurrencies through commission-free trading with no minimum account requirements.
Funding history
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About Robinhood
Robinhood helps retail investors access financial markets through commission-free trading of stocks, ETFs, options, and cryptocurrencies. With it, users can invest with no account minimums, earn rewards through retirement accounts with matching contributions, and access advanced trading tools. Robinhood democratizes investing by making financial markets accessible to everyone, not just wealthy investors.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will act as a technical subject matter expert, coaching the team on complex complaints, investigations and escalations. You will monitor case queues, prioritize time-sensitive matters, track quality and productivity, and partner with the Customer Experience Manager to drive operational excellence. You will also handle complex cases yourself and work with Compliance and Legal on sensitive situations. The role is based in Westlake, TX or Denver, CO with in-person attendance at least 3 days a week, on a 7am-10pm EST team schedule.
Requirements
- Active FINRA Series 7, 63, 9/10 or 24 preferred; ability to obtain Series 3 within 120 days
- Experience handling complex customer concerns or complaints in a financial services or regulated environment
- Strong technical coaching and leadership skills
- Excellent written and verbal communication
- Strong investigative, analytical and problem-solving skills
- Ability to manage competing priorities and deadlines
- Ability to collaborate and influence without direct authority
- Scheduling flexibility
Responsibilities
- Serve as technical subject matter expert on complex complaints, investigations and escalations
- Coach the team through case reviews, knowledge sharing and feedback
- Monitor case queues and prioritize time-sensitive matters within service-level and regulatory timelines
- Guide sensitive or high-risk situations with Compliance, Legal and other teams
- Monitor case quality, productivity and operational trends
- Partner with the Customer Experience Manager on standards and continuous improvement
- Manage complex customer cases directly and support the team during increased volume
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 and parental leave
- Catered meals and office events
