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Salary: USD 34 - 40 / hourly
Robinhood is seeking a Customer Experience Team Lead to join its customer support operations in Westlake, TX. This is a people-management role where you will lead a team of customer support representatives delivering high-quality service across multiple channels to Robinhood's customer base.
In this role, you will:
- Develop and coach a team of customer experience representatives, focusing on technical coaching and subject matter expertise
- Provide ongoing performance feedback and coaching 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, and compliance teams to maintain quality standards and ensure regulatory alignment
- Lead by example by supporting customer queues during high-volume periods
- Support the Customer Experience Manager to ensure operational excellence
The role operates on a 24/7 schedule. Employees work either five 8-hour shifts or four 10-hour shifts per week depending on business needs, with specific schedules determined after hire. In-person attendance at the Westlake office is expected at least 3 days per week.
Robinhood's mission is to democratize finance for all. The company is building an elite team applying frontier technologies to major financial problems, with a culture emphasizing high performance, fast execution, and ethics.
Requirements:
- Active FINRA Series 7 and Series 63 certifications required; Series 9/10 or 24 preferred (or ability to obtain 9/10 within 120 days)
- Strong coaching and leadership skills with passion for developing frontline talent
- Excellent written and verbal communication skills
- Proven ability to operate in fast-paced, high-volume environments while managing competing priorities
- Strong analytical and problem-solving skills with attention to detail
- Flexibility in scheduling to support business needs
