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Salary: USD 34 - 40 / hourly
Robinhood is seeking an Overnight Customer Experience Team Lead to join its customer support organization in Denver, CO. The role combines hands-on team leadership with direct customer support responsibilities.
You will lead a team of customer experience representatives delivering support across multiple channels to Robinhood's customer base. Your primary responsibilities include coaching and developing team members with a focus on technical expertise and subject matter mastery, handling escalated and complex customer issues, and overseeing daily operations including queue management, workforce coordination, and service-level adherence. You'll monitor team performance metrics, collaborate with quality assurance, operations, and compliance teams to maintain standards and ensure regulatory alignment, and lead by example by supporting customer queues during high-volume periods.
This is an overnight shift role based in Denver with the possibility of remote work arrangements. The team operates on a 24/7 schedule; you will work either five 8-hour shifts or four 10-hour shifts per week depending on business needs, with specific schedules determined after hire.
Robinhood's mission is to democratize finance for all. The company emphasizes high performance, fast-moving execution, and ethics-centered decision-making. The Customer Experience team plays a critical role in supporting customers across a wide range of account needs with timely, accurate, and empathetic service.
Compensation includes performance-driven base pay, bonus opportunities, equity ownership, 401(k) matching, comprehensive health insurance (100% paid for employees, 90% for dependents), lifestyle wallet for wellness and learning, employer-paid life and disability insurance, fertility benefits, mental health support, and flexible time off including parental leave. The company also offers an exceptional office experience with catered meals and events.
REQUIREMENTS:
- Active FINRA Series 7 and Series 63 certifications required
- Series 9/10 or Series 24 preferred, or ability to obtain within 120 days
- Strong coaching and leadership skills with passion for developing frontline talent
- Excellent written and verbal communication abilities
- 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
