Customer Experience Team Lead

Robinhood
United States
Workplace: OnsiteFull timeUSD 34 - 40Function: Customer Success & Account ManagementSkills: ["Coaching","Leadership","Communication","Analytical thinking","Problem-solving"]

Lead a team of customer support representatives to deliver timely, accurate, and empathetic support across multiple channels. Coach and develop team members by driving subject-matter expertise, quality standards, and service-level accountability. Own escalations and complex customer issues, oversee daily queue and workforce coordination, and use performance metrics to drive continuous improvement. Partner with QA, operations, and compliance teams to maintain quality and regulatory alignment.

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Robinhood
Robinhood
2 days ago

Customer Experience Team Lead

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Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Lead a team of customer support representatives to deliver timely, accurate, and empathetic support across multiple channels. Coach and develop team members by driving subject-matter expertise, quality standards, and service-level accountability. Own escalations and complex customer issues, oversee daily queue and workforce coordination, and use performance metrics to drive continuous improvement. Partner with QA, operations, and compliance teams to maintain quality and regulatory alignment.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Develop a team of customer experience representatives supporting customers across account needs.
  • •Provide ongoing coaching and performance feedback to improve customer outcomes and team development.
  • •Handle escalated customer concerns and resolve complex issues with urgency and professionalism.
  • •Oversee daily operations including queue management, workforce coordination, and service-level adherence.
  • •Collaborate with QA, operations, and compliance teams to maintain quality standards and ensure regulatory alignment.

Pay and Benefits

Salary: USD 34 - 40
Perks:Health Insurance401kPaid LeaveParental Leave

Key Requirements

  • •Active FINRA Series 7 and Series 63 (Series 9/10 or 24 preferred).
  • •Ability to obtain Series 9/10 within 120 days (if not already held).
  • •Strong coaching and leadership skills with a passion for developing frontline talent.
  • •Excellent written and verbal communication skills.
  • •Proven ability to operate in a fast-paced, high-volume environment while managing competing priorities.
Skills:CoachingLeadershipCommunicationAnalytical thinkingProblem-solving
Licenses:FINRA Series 7FINRA Series 63FINRA Series 9/10FINRA Series 24
Certifications:FINRA Series 7FINRA Series 63FINRA Series 9/10FINRA Series 24
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