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Robinhood is seeking a Customer Experience Team Lead to join its customer support organization in Westlake, TX. In this hybrid role (minimum 3 days/week in-office), you will lead a team of customer support representatives delivering high-quality service across multiple channels to Robinhood's customer base.
You will be responsible for coaching and developing team members with a focus on technical expertise and subject matter knowledge. Your responsibilities include handling escalated customer concerns, resolving complex issues with professionalism, overseeing daily operations (queue management, workforce coordination, service-level adherence), and monitoring team performance metrics. You'll partner with operations, quality assurance, and compliance teams to maintain quality standards and drive continuous improvement. During peak periods, you'll support the queues directly alongside your team.
The Customer Experience team operates seven days a week from 7:00 a.m. to 10:00 p.m. ET. Employees work either five 8-hour shifts or four 10-hour shifts per week depending on business needs, with specific schedules determined after hire.
Required qualifications include active FINRA Series 7 and Series 63 certifications, with Series 9/10 or 24 preferred (or ability to obtain within 120 days). You should have strong coaching and leadership skills, excellent written and verbal communication, proven ability to operate in fast-paced high-volume environments, strong analytical and problem-solving abilities, and scheduling flexibility.
Robinhood offers competitive compensation with performance-driven bonuses, equity ownership, 401(k) matching, comprehensive health insurance (100% for employees, 90% for dependents), lifestyle wallet benefits, employer-paid life and disability insurance, fertility and mental health benefits, generous time off including parental leave, and an exceptional office experience with catered meals and events.
