SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 34 - 40 / hourly
Robinhood is seeking an Overnight Customer Experience Team Lead to join its customer support organization in Denver, CO. This is a people-management role leading a team of customer support representatives on overnight shifts.
You will coach and develop team members with a focus on technical coaching and building subject matter expertise. You'll handle escalated customer concerns, resolve complex issues with urgency, and oversee daily operations including queue management, workforce coordination, and service-level adherence. You'll monitor team performance metrics, partner with leadership on continuous improvement, and collaborate with QA, operations, and compliance teams to maintain quality standards and regulatory alignment. During high-volume periods, you'll support the queues directly alongside your team.
The role operates on a 24/7 schedule with overnight shifts. You will work either five 8-hour shifts or four 10-hour shifts per week depending on business needs. The position is based in Denver with remote shifts expected at least 5 days per week.
Robinhood's mission is to democratize finance for all. The Customer Experience team plays a critical role in supporting customers across a wide range of account needs, delivering timely, accurate, and empathetic support across multiple channels. You'll be part of a high-performing, fast-moving team with ethics at the center of everything.
Qualifications:
- 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 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
