Overnight Customer Experience Team Lead — Remote Shifts

Robinhood; Quinte West; Hybrid; CAD 46,000 - 56,000; Full time

Benefits offered by this job

Health insurance

Wellness wallet

Life & disability insurance

Parental leave

Catered meals & events

Job summary

Robinhood is seeking a Customer Experience Team Lead to guide a high-performance group responsible for delivering rapid, accurate customer support. You will coach agents, manage escalations, and ensure service levels are met while maintaining a culture of empathy and compliance.

You will work with cross-functional partners to continuously improve the customer experience, including QA, operations, and compliance teams.

Qualifications

• Active FINRA Series 7 and Series 63 licenses; Series 9/10 or 24 preferred or obtainable within 120 days.
• Experience coaching and developing frontline teams.
• Excellent written and verbal communication skills.

Responsibilities

• Lead a team of customer experience representatives delivering direct support to customers.
• Provide ongoing coaching and performance feedback to drive strong outcomes.
• Handle escalated concerns and resolve complex issues with urgency and professionalism.
• Oversee daily operations including queues, scheduling, and service-level adherence.
• Monitor metrics and collaborate with leadership to drive improvements.
• Partner with QA, operations, and compliance to maintain quality and regulatory alignment.

Skills

Coaching & leadership

Strong communication

Fast-paced environment

Analytical thinking

Scheduling flexibility

Education

FINRA Series 7 & Series 63 licenses

Job description

Robinhood is seeking a Customer Experience Team Lead to guide a high-performance group responsible for delivering rapid, accurate customer support. You will coach agents, manage escalations, and ensure service levels are met while maintaining a culture of empathy and compliance.

You will work with cross-functional partners to continuously improve the customer experience, including QA, operations, and compliance teams.