Customer Experience Manager, Robinhood Concierge

Robinhood•Westlake, TX

3d•$85,850 - $130,000•Onsite

About The Position

Robinhood is seeking a Customer Experience Manager for its Concierge Desk to lead a team of registered representatives serving its top customers and power users. The manager will guide customers pursuing their financial goals and help the team deliver responsive, empathetic, high-quality service in a live-support and proactive-outreach environment. The role supports sophisticated topics including options, margin, equities trading, day-trading regulations, and general account servicing. The position is based in Robinhood’s Denver, Colorado, or Westlake, Texas, offices, with in-person attendance expected at least five days per week. Preferred schedules are Monday through Friday, 12 p.m.–9 p.m. EST or 9 p.m.–6 a.m. EST. Nights and weekends may be required to support customers.

Requirements

FINRA Series 7, 63, and 24 licenses, or Series 7, 63, and 9/10 licenses.
Bachelor’s degree from an accredited institution.
At least 4 years of experience in customer-facing operations at a respected mid-stage startup or retail broker-dealer.
At least 4 years of experience managing customer-facing teams, preferably in sales and/or advisory work.
A strong management toolkit and a record of helping employees thrive.
Principled integrity and strong dedication to professionalism.
Experience in a fast-paced, proactive environment.
Strong understanding of customer profitability to help craft unique solutions.

Responsibilities

Lead 12–15 licensed Concierge Desk team members to deliver strong results and develop their skills.
Develop agents’ proficiency in value-added conversations and proactive upselling through outreach.
Coach and mentor team members, support their professional development, and help them achieve asset-growth and quality goals.
Provide service in a live-support and proactive-outreach environment.
Promote professionalism, customer advocacy, personal development, and regulatory compliance.
Serve as a trusted point of contact for the team supporting active traders across options, margin, equities trading, day-trading regulations, and account servicing.
Collaborate frequently with Middle-Office, Back-Office, Risk, and Compliance teams.
Work with the team to identify inquiry patterns, document underlying issues, and help engineering teams eliminate them.
Help the team identify and create solutions for customers.
Handle customer issues and escalations from the team.
Use business judgment to assist in negotiations and earn business.
Set focused goals, provide real-time feedback, develop high-performing talent, and scale impact through focus, innovation, and technology.
Hire and retain strong talent, support onboarding, and address talent issues fairly and promptly.
Build an inclusive, trusted team community, connect work to purpose, prioritize safety, and lead with integrity.

Benefits

Performance-driven compensation, including bonus programs and equity ownership.
401(k) matching.
100% paid health insurance for employees and 90% coverage for dependents.
Access for eligible U.S. employees to invest in a private employee fund that provides exposure to Robinhood Ventures funds.
Access to AI tools and continuous AI skill-building.
Flexible lifestyle spending account for wellness, learning, and more.
Employer-paid life and disability insurance.
Fertility benefits.
Mental health benefits.
Company holidays, paid time off, sick time, and parental leave.
Catered meals, events, and comfortable workspaces.