Overnight Customer Experience Team Lead

Robinhood
Denver
Workplace: HybridFull timeUSD 34 - 40Function: Customer Success & Account ManagementSkills: ["Coaching","Leadership","Communication","Analytical problem-solving","Attention to detail"]

Lead an overnight Customer Experience team supporting customers across multiple account needs. Coach and develop customer support representatives, provide performance feedback, and handle escalations involving complex issues. Oversee daily queue operations, workforce coordination, and service-level adherence while monitoring performance metrics. Partner with QA, operations, and compliance to maintain quality standards and regulatory alignment, including by working queues directly during surges.

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Robinhood
Robinhood
2 days ago

Overnight Customer Experience Team Lead

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Source: Company careers pageValidated by: Fursa AI
Last checked: 22 minutes agoStatus: Live

Job Summary

Lead an overnight Customer Experience team supporting customers across multiple account needs. Coach and develop customer support representatives, provide performance feedback, and handle escalations involving complex issues. Oversee daily queue operations, workforce coordination, and service-level adherence while monitoring performance metrics. Partner with QA, operations, and compliance to maintain quality standards and regulatory alignment, including by working queues directly during surges.
Location: Denver
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Develop and lead a team of customer experience representatives delivering support to customers.
  • •Provide ongoing coaching and performance feedback to drive strong 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, and support queues during surges.

Pay and Benefits

Salary: USD 34 - 40
Equity and Bonus:Equity
Perks:Health Insurance401kLife InsuranceDisability InsuranceParental LeavePaid Leave

Key Requirements

  • •Active FINRA Series 7 and Series 63; Series 9/10 or 24 preferred (or ability to obtain 9/10 within 120 days).
  • •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.
  • •Flexibility in scheduling to support business needs and overnight shifts.
Skills:CoachingLeadershipCommunicationAnalytical problem-solvingAttention to detail
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