Customer Experience Manager, Robinhood Concierge

About This RoleAI processing…

Key Responsibilities

• 1
  Lead 12-15 licensed Concierge Desk team members to produce outstanding results and improve their own skills
• 2
  Develop agents to become proficient in value-added conversations and proactive up-selling via outreach
• 3
  Coach and mentor your team, assisting in their professional development and helping them achieve top asset growth metrics and high quality standards
• 4
  Provide service in a live-support, proactive outreach environment
• 5
  Cultivate a culture of professionalism, customer advocacy, personal development, and regulatory compliance on your team and beyond
• 6
  Serve as a trusted point of contact for our most teams assisting our most active traders. This role team assists the most sophisticated subject areas of our operations: Options trading, Margin, Equities trading, and Day Trade regulations, as well as general account servicing needs
• 7
  Interact frequently with our Middle-Office, Back-Office, Risk, and Compliance teams
• 8
  Work with your team to recognize patterns of customer inquiries so that the underlying issue can be documented and eliminated by our engineering teams
• 9
  Leverage problem solving skills to assist the team in identifying and creating unique solutions for customers
• 10
  Handle customer issues and escalation from your team
• 11
  Leverage good business acumen and judgment to assist in negotiations and earning business

Requirements

• FINRA Series 7, 63 and 24 or 9/10 Licenses
• Bachelor’s Degree from an accredited institution
• 4+ years experience in customer-facing operations, either at a respected mid-stage startup or a retail broker-dealer
• 4+ years experience managing customer-facing teams, preferably with a sales and/or advisory work
• Strong management toolkit with a reputation for leaving thriving employees in your wake
• Principled integrity and strong dedication to professionalism
• Experience in a high-paced proactive environment
• Strong understanding of customer profitability to help craft unique solutions

Perks & Benefits