About the job
Be a Part of the Financial Revolution.
At Robinhood, our goal is to make finance accessible to everyone. With a projected transfer of $124 trillion in wealth to younger generations by 2048, we are at the forefront of an unprecedented financial shift. If you're eager to play a pivotal role in this historic evolution, we want to hear from you.
About the Team and the Role
The Customer Experience team at Robinhood is integral to our mission of making finance inclusive for all. This team is dedicated to providing exceptional support to our customers, addressing a diverse array of account inquiries with timely, precise, and empathetic service.
As a Customer Experience Team Lead, you will oversee a team of customer support representatives, ensuring they deliver high-quality service and resolve customer issues with efficiency. You will focus on coaching team members, enhancing their technical skills, and fostering subject matter expertise. Your role will involve collaborating with the Customer Experience Manager to maintain operational excellence and serving as a key contact for complex customer escalations. By driving performance through coaching, quality assurance, and accountability, you will work closely with operations and compliance teams to continually enhance the customer experience.
Schedule & Work Environment
This position is office-based, requiring 100% in-person attendance at our Denver, CO or Westlake, TX locations.
The team operates seven days a week from 7:00 a.m. to 10:00 p.m. ET. Employees typically work either five 8-hour shifts or four 10-hour shifts per week, with specific schedules determined post-hire.
At Robinhood, we value the benefits of in-person collaboration to inspire innovation and build community. Our office environment is designed to be dynamic and supportive of high-performing teams.
Key Responsibilities
- Guide the development of customer experience representatives providing direct support to our customers
- Deliver ongoing coaching and performance evaluations to foster strong customer outcomes and team growth
- Address escalated customer issues and resolve complex matters with urgency and professionalism
- Manage daily operations, including queue management and workforce optimization to enhance service delivery
