Customer Experience Team Lead, RHM Executive Office

Robinhood • Westlake, TX

2d • $39 - $52 • Onsite

About The Position

Robinhood’s Customer Experience team supports customers across a wide range of account needs, delivering timely, accurate, and empathetic support across multiple channels. The Customer Experience Team Lead in the Executive Office serves as a technical leader and subject matter expert, helping the team resolve complex customer concerns accurately, promptly, and thoughtfully. The role provides hands-on coaching, strengthens investigative and problem-solving capabilities, and supports consistent execution of quality and regulatory standards.

The Team Lead partners closely with the Customer Experience Manager to drive operational excellence, manage case priorities, and identify opportunities to improve processes and customer outcomes. The role requires strong judgment, attention to detail, and the ability to navigate sensitive situations while fostering accountability, collaboration, and continuous improvement.

The role is based in the Westlake, Texas or Denver, Colorado office, with in-person attendance expected at least three days per week. The team operates between 7:00 a.m. and 10:00 p.m. EST. Employees work either five eight-hour shifts or four ten-hour shifts each week, depending on business needs; specific schedules are determined after hire.

Requirements

• Experience handling complex customer concerns, escalations, or complaints within a financial services or regulated environment.
• Strong technical coaching and leadership skills, with the ability to develop others through feedback, guidance, and knowledge sharing.
• Excellent written and verbal communication skills, including the ability to communicate clearly and professionally in sensitive or high-stakes situations.
• Strong investigative, analytical, and problem-solving skills with exceptional attention to detail.
• Sound judgment and the ability to balance customer outcomes, regulatory requirements, and business priorities.
• Ability to manage competing priorities, meet critical deadlines, and maintain accuracy in a fast-paced environment.
• Ability to collaborate effectively across teams and influence outcomes without direct authority.
• Flexibility in scheduling to support business needs.
• Ability to obtain a Series 3 license within 120 days.

Nice To Haves

• Active FINRA Series 7, Series 63, Series 9/10, or Series 24 license.

Responsibilities

• Serve as a technical subject matter expert, providing guidance and coaching on complex customer complaints, investigations, and escalations.
• Develop team capabilities through hands-on coaching, case reviews, knowledge sharing, and actionable feedback that strengthens quality, judgment, and resolution effectiveness.
• Monitor case queues, prioritize time-sensitive matters, and ensure cases are assigned, progressed, and resolved within established service-level and regulatory timelines.
• Guide the team on sensitive or high-risk customer situations, partnering with Compliance, Legal, and other internal teams to support appropriate resolution.
• Monitor case quality, productivity, and operational trends, and identify opportunities to improve team performance, processes, and customer experience.
• Partner with the Customer Experience Manager to reinforce operational standards, drive accountability, and support continuous improvement initiatives.
• Directly manage complex customer cases and support the team during periods of increased volume or operational need.

Benefits

• Performance-driven compensation, with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching.
• 100% paid health insurance for employees and 90% coverage for dependents.
• Access for eligible U.S. employees to the Robinhood Employee Fund, which provides exposure to Robinhood Ventures funds.
• Access to AI tools and continuous AI skill-building.
• Lifestyle wallet benefits spending account for wellness, learning, and more.
• Employer-paid life and disability insurance, fertility benefits, and mental health benefits.
• Company holidays, paid time off, sick time, parental leave, and other time off.
• Catered meals, events, and comfortable workspaces.

What This Job Offers

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