Customer Experience Manager, Robinhood Concierge

Robinhood
Denver
Workplace: OnsiteFull timeUSD 96,900 - 114,000 annuallyFunction: Customer Success & Account ManagementExperience: 4+ yearsEducation: bachelorsSkills: ["Leadership","Coaching","Mentorship","Customer advocacy","Negotiation"]

Lead the Concierge Desk team of licensed representatives supporting Robinhood’s most active customers. Coach 12–15 agents to deliver empathetic, proactive service, improve value-added conversations and up-selling, and manage escalations. You’ll be a trusted partner across Middle-Office, Back-Office, Risk, and Compliance, help identify customer inquiry patterns for engineering fixes, and drive high performance through clear goals and real-time feedback.

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FursaFursa
Robinhood
Robinhood
4 hours ago

Customer Experience Manager, Robinhood Concierge

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Source: Company careers pageValidated by: Fursa AI
Last checked: 51 minutes agoStatus: Live

Job Summary

Lead the Concierge Desk team of licensed representatives supporting Robinhood’s most active customers. Coach 12–15 agents to deliver empathetic, proactive service, improve value-added conversations and up-selling, and manage escalations. You’ll be a trusted partner across Middle-Office, Back-Office, Risk, and Compliance, help identify customer inquiry patterns for engineering fixes, and drive high performance through clear goals and real-time feedback.
Location: Denver
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Lead and manage 12–15 licensed Concierge Desk team members to improve results and personal skills.
  • •Coach and mentor agents to deliver value-added conversations, proactive outreach, and up-selling.
  • •Provide live-support and proactive outreach service for customer issues and escalations.
  • •Serve as a trusted point of contact for teams assisting top, active traders across options, margin, equities, and day trade regulations.
  • •Identify patterns in customer inquiries and partner with engineering to document and eliminate underlying issues.

Pay and Benefits

Salary: USD 96,900 - 114,000 annually
Equity and Bonus:Equity
Perks:Health Insurance401kPaid LeaveParental Leave

Key Requirements

  • •FINRA Series 7, 63 and 24 (or 9/10) licenses.
  • •Bachelor’s degree from an accredited institution.
  • •4+ years of customer-facing operations experience, preferably in a retail broker-dealer or mid-stage startup.
  • •4+ years of experience managing customer-facing teams, preferably with sales and/or advisory work.
  • •Strong management toolkit, professionalism, and integrity with experience in a high-paced proactive environment.
Experience:4+ yearsFintechBroker-dealer
Education:Bachelor's
Skills:LeadershipCoachingMentorshipCustomer advocacyNegotiation
Licenses:FINRA Series 7FINRA Series 63FINRA Series 24FINRA 9/10
Languages:English

Company Brief

Robinhood
Commission-free trading platform offering stocks, ETFs, options, and cryptocurrencies, plus cash management and retirement products. Aims to democratize finance through easy-to-use mobile and web apps for retail investors.
Industry: Trading Platforms
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Menlo Park, United States
Founded: 2013
WebsiteLinkedIn