SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 96,900 - 114,000 / annual
Robinhood is seeking a Customer Experience Manager for its Concierge Desk to lead a team of 12-15 licensed registered representatives serving the company's most valuable and sophisticated customers. This role is based in Denver, CO or Westlake, TX with in-person attendance required at least 5 days per week. Preferred working hours are Monday–Friday 12pm–9pm EST or Monday–Friday 9pm–6am EST, with flexibility to work nights and weekends as needed to support customers.
You will lead a high-performing team of advanced services representatives who assist top-tier customers and power users with their financial goals. The Concierge Desk handles the most sophisticated subject areas of operations, including options trading, margin, equities trading, day-trade regulations, and general account servicing.
Key responsibilities include:
- Leading and developing 12-15 licensed team members to achieve outstanding results and continuous skill improvement
- Coaching and mentoring agents to become proficient in value-added conversations and proactive upselling via outreach
- Assisting team members with professional development and helping them achieve top asset-growth metrics and high quality standards
- Providing service in a live-support and proactive outreach environment
- Cultivating a culture of professionalism, customer advocacy, personal development, and regulatory compliance
- Serving as a trusted point of contact for teams assisting the most active traders
- Interacting frequently with Middle-Office, Back-Office, Risk, and Compliance teams
- Identifying patterns in customer inquiries and documenting issues for engineering teams to resolve
- Leveraging problem-solving skills to create unique customer solutions
- Handling customer issues and escalations from your team
- Using business acumen and judgment to assist in negotiations and business development
Robinhood emphasizes high performance, exceptional leadership, and a culture shaped by ambitious leaders who drive results through clear goal-setting, real-time feedback, top-talent development, and innovation. The company offers performance-driven compensation with bonuses and equity, comprehensive benefits including 100% paid health insurance for employees, lifestyle wallet benefits, employer-paid life and disability insurance, fertility and mental health benefits, flexible time off, and an exceptional office experience with catered meals and events.
Requirements:
- FINRA Series 7, 63, and 24 or 9/10 licenses
- Bachelor's degree from an accredited institution
- 4+ years of experience in customer-facing operations at a respected mid-stage startup or retail broker-dealer
- 4+ years of experience managing customer-facing teams, preferably with sales and/or advisory background
- Strong management toolkit with a reputation for developing thriving employees
- Principled integrity and strong dedication to professionalism
- Experience in a high-paced, proactive environment
- Strong understanding of customer profitability to craft unique solutions
