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Customer Experience Lead, Money

robinhood· 47 open roles

Westlake, TX On-siteFull-time1 months ago
Salary
$34 - $40
Experience
Mid
Job Type
Full-time
Posted
1 months ago
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About This Role

The Customer Experience Lead for Money at Robinhood will act as the primary escalation point and subject matter expert for the Money team, driving team readiness and ensuring high-touch service experiences. This role involves handling complex banking and credit escalations, mentoring agents, and supporting key initiatives to improve customer experience metrics. The ideal candidate will have deep subject matter expertise in banking and credit products, strong communication and coaching skills, and prior experience in an advanced service or lead capacity.

Key ResponsibilitiesAI-extracted

  • 1
    Handle complex banking and credit escalations with empathy and precision
  • 2
    Drive team readiness and assist managers with day-to-day workflow management
  • 3
    Mentor and coach agents on Interpersonal Communication, Coaching, and Change Resiliency
  • 4
    Serve as a subject matter expert on Robinhood's credit and banking products
  • 5
    Support key initiatives to improve customer experience metrics such as ASAT and QA

RequirementsAI-extracted

  • Deep subject matter expertise in banking and credit products
  • Strong communication, coaching, and change resiliency skills
  • Prior experience in an advanced service or lead capacity
  • Ability to quickly defuse customer anxiety through exceptional customer service skills
  • Strong critical thinking and logical problem-solving skills

Perks & BenefitsAI-extracted

Performance-driven compensation with bonus programs and equity ownership
Best-in-class benefits including 100% paid health insurance for employees
Lifestyle wallet — a highly flexible benefits spending account for wellness and more
Typically: paid time off, sick time, parental leave, and mental health benefits
Typically: 401(k) matching and employer-paid life & disability insurance

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