Customer Experience Team Lead at Robinhood managing a support team across multiple channels. Responsibilities include coaching representatives, handling escalations, monitoring performance metrics, and ensuring service-level adherence in a fast-paced financial services environment.
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.
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 Denver, CO or Westlake, TX office with 100% in-person 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. 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.
In addition to the base pay range listed below, this role is also eligible for bonus opportunities + benefits.
Base pay for the successful applicant will depend on a variety of job-related factors, which may include education, training, experience, location, business needs, or market demands. The expected base pay range for this role is based on the location where the work will be performed and is aligned to one of 3 compensation zones. For other locations not listed, compensation can be discussed with your recruiter during the interview process.
Base Pay Range:
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If our mission energizes you and you’re ready to build the future of finance, we look forward to seeing your application.
Robinhood provides equal opportunity for all applicants, offers reasonable accommodations upon request, and complies with applicable equal employment and privacy laws. Inclusion is built into how we hire and work—welcoming different backgrounds, perspectives, and experiences so everyone can do their best. Please review the Privacy Policy for your country of application.