Customer Experience Team Lead

The role

You will lead a team of customer support representatives to deliver high-quality service and resolve customer issues. You will coach team members, manage daily operations, and handle escalations.

What you will do

• 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
• Collaborate with QA, operations leaders, and compliance teams
• Support the queues and customers directly during times of surges

Required qualifications

• Active FINRA Series 7 and Series 63
• Strong coaching and leadership skills
• Excellent written and verbal communication skills
• Ability to operate in a fast-paced, high-volume environment
• Strong analytical and problem-solving skills
• Flexibility in scheduling to support business needs

Nice to have

• Series 9/10 or 24 preferred
• Ability to obtain 9/10 within 120 days

Benefits

• Performance driven compensation with multipliers for outsized impact
• Bonus programs
• Equity ownership
• 401(k) matching
• 100% paid health insurance for employees
• 90% coverage for dependents
• Access to the Robinhood Employee Fund
• Access to AI tools and continuous AI skill-building
• Lifestyle wallet for wellness, learning, and more
• Employer-paid life & disability insurance
• Fertility benefits
• Mental health benefits

About the company

Robinhood's mission is to democratize finance for all. The Customer Experience team supports customers across a wide range of account needs.