Customer Experience Team Lead

Active FINRA Series 7 and Series 63; Series 9/10 or 24 preferred (or ability to obtain 9/10 within 120 days)

Challenging, high-impact work to grow your career.

Performance-driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching.

Best-in-class benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents.

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!

Help develop a team of customer experience representatives delivering support directly to our customers

Provide ongoing coaching and performance feedback to drive strong customer outcomes and team development

Handle escalated customer concerns and resolve complex issues with urgency and professionalism

Oversee daily operations including queue management, workforce coordination, and service-level adherence

Monitor team performance metrics and partner with leadership to drive continuous improvement

Collaborate with QA, operations leaders, and compliance teams to maintain quality standards and ensure regulatory alignment

Robinhood’s Customer Experience team plays a critical role in Democratizing Finance for All. Our customer experience team supports customers across a wide range of account needs, delivering timely, accurate, and empathetic support across multiple channels.

As a Customer Experience Team Lead, you will help lead a team of customer support representatives responsible for delivering high-quality service and resolving customer issues efficiently. You will coach and develop team members focusing on technical coaching and driving subject matter expertise. You’ll support the Customer Experience Manager to ensure operational excellence, and act as a point of contact for escalations and complex customer situations. In this role, you will help drive performance through coaching, quality standards, and service-level accountability while partnering with operations, quality assurance, and compliance teams to continuously improve the customer experience.