Customer Experience Lead, Money

Robinhood • Westlake, TX

1d • Onsite

About The Position

Robinhood is building an elite team to apply frontier technologies to the world’s biggest financial problems. The Money (Credit and Banking) team supports customers navigating Robinhood’s banking, credit, and money movement products. As a Customer Experience Lead (CXL) for Money, you will act as the primary escalation point, subject matter expert, and coach for the Money/Credit team. You will partner closely with the Money Manager to drive team readiness and ensure our agents deliver an expert, high-touch service experience. This role is based in our Westlake, TX office(s), with in-person attendance expected at least 5 days per week. Robinhood believes in the power of in-person work to accelerate progress, spark innovation, and strengthen community. Our office experience is intentional, energizing, and designed to fully support high-performing teams.

Requirements

• Deep subject matter expertise in banking and credit products.
• Strong communication, coaching, and change resiliency skills.
• Prior experience in an advanced service or lead capacity, demonstrating the ability to guide peers.
• Ability to quickly defuse customer anxiety through exceptional customer service skills.
• Strong critical thinking and logical problem-solving skills to isolate and resolve escalated issues.
• A proactive mindset to creatively discover ways to improve productivity and quality for the Customer Experience team.

Responsibilities

• Handle complex banking and credit escalations, resolving sensitive customer issues with empathy and precision.
• Drive team readiness and assist managers with day-to-day workflow management.
• Mentor and coach agents on the desk, focusing heavily on Interpersonal Communication, Coaching, and Change Resiliency.
• Serve as a deep subject matter expert on Robinhood’s credit and banking products.
• Actively participate in scenario-based coaching and interpersonal skills development for the team.
• Support key initiatives aimed at improving customer experience metrics such as ASAT and QA.

Benefits

• Performance-driven compensation with multipliers for outsized impact
• bonus programs
• equity ownership
• 401(k) matching
• 100% paid health insurance for employees with 90% coverage for dependents
• Lifestyle wallet — a highly flexible benefits spending account for wellness, learning, and more.
• Employer-paid life & disability insurance
• fertility benefits
• mental health benefits
• company holidays
• paid time off
• sick time
• parental leave
• Exceptional office experience with catered meals, events, and comfortable workspaces.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed