Customer Experience Team Lead, RHM Executive Office

Robinhood•Denver, TX

2d•Hybrid

About The Position

Robinhood’s Customer Experience team supports customers across a wide range of account needs, providing 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 thoughtfully and accurately. The role provides hands-on coaching, strengthens investigative and problem-solving capabilities, and supports consistent execution of quality and regulatory standards. In partnership with the Customer Experience Manager, the Team Lead helps drive operational excellence, manage case priorities, and identify improvements to processes and customer outcomes. The position calls for strong judgment, attention to detail, and skill navigating 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 within a 7:00 a.m.–10:00 p.m. Eastern schedule. Employees work either five eight-hour shifts or four ten-hour shifts per 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, including 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 resolutions.
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, and equity ownership.
401(k) matching.
100% paid health insurance for employees and 90% coverage for dependents.
Access to the Robinhood Employee Fund for eligible U.S. employees.
Access to AI tools and continuous AI skill-building.
Flexible lifestyle 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, and parental leave.
Catered meals, events, and comfortable office workspaces.