Customer Experience Team Lead, RHM Executive Office

The role

You will serve as a technical leader and subject matter expert to help the team deliver resolutions to complex customer concerns. You will provide coaching, manage case priorities, and support quality and regulatory standards.

What you will do

• Provide guidance and coaching on complex customer complaints, investigations, and escalations
• Develop team capabilities through coaching, case reviews, and feedback
• Monitor case queues and prioritize time-sensitive matters
• Ensure cases are resolved within service-level and regulatory timelines
• Provide guidance on sensitive or high-risk customer situations
• Partner with Compliance, Legal, and other internal teams
• Monitor case quality, productivity, and operational trends
• Partner with the Customer Experience Manager to reinforce operational standards
• Manage complex customer cases and support the team during increased volume

Required qualifications

• Experience handling complex customer concerns, escalations, or complaints within a financial services or regulated environment
• Strong technical coaching and leadership skills
• Excellent written and verbal communication skills
• Strong investigative, analytical, and problem-solving skills
• Exceptional attention to detail
• Sound judgment to balance customer outcomes, regulatory requirements, and business priorities
• Ability to manage competing priorities and meet critical deadlines
• Ability to collaborate effectively across teams and influence outcomes without direct authority
• Flexibility in scheduling to support business needs

Nice to have

• Active FINRA Series 7, Series 63, Series 9/10 OR Series 24
• Ability to obtain Series 3 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.