Customer Experience Team Lead

Join us in building the future of finance.

Our mission is to democratize finance for all. An estimated $124 trillion of assets will be inherited by younger generations in the next two decades. The largest transfer of wealth in human history. If you're ready to be at the epicenter of this historic cultural and financial shift, keep reading.

Schedule & Work Environment

This role is based in our Westlake, TX office, with in-person attendance expected at least 3 days per week.

The team operates on a 24/7 schedule. Employees will work either five 8-hour shifts or four 10-hour shifts per week, depending on business needs. Specific schedules will be determined after hire.

At Robinhood, we believe 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.

What you'll do

• Help develop a team of customer experience representatives delivering support directly to our customers
• Provide ongoing coaching and performance feedback to drive strong customer 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
• Monitor team performance metrics and partner with leadership to drive continuous improvement
• Collaborate with QA, operations leaders, and compliance teams to maintain quality standards and ensure regulatory alignment
• Lead by example by supporting the queues and our customers directly during times of surges

What you bring

• 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
• Strong analytical and problem-solving skills with attention to detail
• Flexibility in scheduling to support business needs

What we offer

• Challenging, high-impact work to grow your career
• Performance driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching
• Top Tier benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents
• Access to the Robinhood Employee Fund that gives eligible US employees the opportunity to invest in a private employee fund that provides exposure to Robinhood Ventures funds.
• Access to the best AI tools on the market and continuous AI skill-building for every employee, technical or not.
• Lifestyle wallet - a highly flexible benefits spending account for wellness, learning, and more
• Employer-paid life & disability insurance, fertility benefits, and mental health benefits
• Time off to recharge including company holidays, paid time off, sick time, parental leave, and more!
• Exceptional office experience with catered meals, events, and comfortable workspaces.

In addition to the base pay range listed below, this role is also eligible for bonus opportunities + benefits.

Base pay for the successful applicant will depend on a variety of job-related factors, which may include education, training, experience, location, business needs, or market demands. The expected base pay range for this role is based on the location where the work will be performed and is aligned to one of 3 compensation zones. For other locations not listed, compensation can be discussed with your recruiter during the interview process.

Base Pay Range

Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC) $34—$40 USD

Zone 2 (Denver, CO; Westlake, TX; Chicago, IL) $34—$40 USD

Zone 3 (Lake Mary, FL; Clearwater, FL; Gainesville, FL) $33.15—$39 USD

Click here to learn more about our Total Rewards, which vary by region and entity.

If our mission energizes you and you're ready to build the future of finance, we look forward to seeing your application.

AI Usage Disclosure: Robinhood uses artificial intelligence (AI) tools to support parts of our recruiting process. These tools enhance the efficiency and consistency of our hiring process; however, all hiring decisions are made by our hiring teams.

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