Customer Experience Team Lead
Robinhood helps users invest in stocks, ETFs, options, and cryptocurrencies through commission-free trading with no minimum account requirements.
Investors
Projects
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
About the Role
You will lead and develop a team of customer experience representatives who deliver direct support to customers. You will coach team members, provide performance feedback, and build subject matter expertise. You will handle escalations, resolve complex issues with urgency, and oversee daily operations including queue management and workforce coordination. You will monitor performance metrics, drive continuous improvement, and collaborate with quality assurance and compliance to maintain standards. During high volume periods you will support customer queues directly.
Requirements
- Active FINRA Series 7 and Series 63
- Series 9/10 or 24 preferred or ability to obtain Series 9/10 within 120 days
- Strong coaching and leadership skills
- Excellent written and verbal communication skills
- Proven ability to operate in a fast-paced, high-volume environment
- Strong analytical and problem-solving skills
- Flexibility in scheduling to support business needs
Responsibilities
- Develop customer experience representatives
- Coach and provide performance feedback
- Resolve escalated customer issues
- Manage queues
- Coordinate workforce
- Ensure service-level adherence
- Monitor team performance metrics
- Drive continuous improvement
- Collaborate with quality assurance and compliance
- Support customer queues during surges
Benefits
- Bonus programs and performance-driven compensation
- Equity ownership
- 401(k) matching
- 100% paid health insurance for employees and 90% coverage for dependents
- Lifestyle wallet benefits spending account
- Employer-paid life and disability insurance
- Fertility benefits
- Mental health benefits
- Paid time off, sick time, parental leave, and company holidays
- Catered meals and office events
