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Customer Experience Team Lead

robinhood· 44 open roles

Westlake, TX On-siteFull-time2 weeks ago
Salary
$34 - $40
Experience
Mid
Job Type
Full-time
Posted
2 weeks ago
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About This RoleAI processing…

Our mission is to democratize finance for all. An estimated $124 trillion of assets will be inherited by younger generations in the next two decades. The largest transfer of wealth in human history. If you’re ready to be at the epicenter of this historic cultural and financial shift, keep reading.

Key Responsibilities

  • 1
    Help develop a team of customer experience representatives delivering support directly to our customers
  • 2
    Provide ongoing coaching and performance feedback to drive strong customer outcomes and team development
  • 3
    Handle escalated customer concerns and resolve complex issues with urgency and professionalism
  • 4
    Oversee daily operations including queue management, workforce coordination, and service-level adherence
  • 5
    Monitor team performance metrics and partner with leadership to drive continuous improvement
  • 6
    Collaborate with QA, operations leaders, and compliance teams to maintain quality standards and ensure regulatory alignment
  • 7
    Lead by example by supporting the queues and our customers directly during times of surges

Requirements

  • Active FINRA Series 7 and Series 63 ; 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

Perks & Benefits

Challenging, high-impact work to grow your career
Performance driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching
Top Tier benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents
Access to the Robinhood Employee Fund that gives eligible US employees the opportunity to invest in a private employee fund that provides exposure to Robinhood Ventures funds.
Access to the best AI tools on the market and continuous AI skill-building for every employee, technical or not.
Lifestyle wallet - a highly flexible benefits spending account for wellness, learning, and more
Employer-paid life & disability insurance, fertility benefits, and mental health benefits
Time off to recharge including company holidays, paid time off, sick time, parental leave, and more!
Exceptional office experience with catered meals, events, and comfortable workspaces.

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