Concierge Desk — Customer Experience Manager

Neobankbeat; Denver (CO); On-site; USD 97,000 - 114,000; Full time

Benefits offered by this job

Health insurance

Equity

401(k) matching

Bonus programs

Job summary

Robinhood is seeking a Customer Experience Manager - Concierge Desk to lead a licensed Concierge Desk team and drive exceptional service for our most active traders. You will coach and develop a high-performing group, manage proactive outreach, and collaborate with risk, compliance, and operations to resolve issues quickly and professionally.

Based in Denver, CO or Westlake, TX, this on-site role demands strong leadership, regulatory knowledge, and a proven track record in customer-facing

Qualifications

• 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

Responsibilities

• Lead 12-15 licensed Concierge Desk team members to produce outstanding results and improve their own skills
• Develop agents to become proficient in value-added conversations and proactive up-selling via outreach
• Coach and mentor your team, assisting in their professional development and helping them achieve top asset growth metrics and high quality standards
• Provide service in a live-support, proactive outreach environment
• Cultivate a culture of professionalism, customer advocacy, personal development, and regulatory compliance on your team and beyond
• Interact frequently with our Middle-Office, Back-Office, Risk, and Compliance teams
• Work with your team to recognize patterns of customer inquiries so that the underlying issue can be documented and eliminated by our engineering teams
• Leverage problem solving skills to assist the team in identifying and creating unique solutions for customers
• Handle customer issues and escalation from your team
• Leverage good business acumen and judgment to assist in negotiations and earning business

Skills

Leadership

FINRA Licenses

Customer-facing Ops

Education

Bachelor’s Degree

Job description

Robinhood is seeking a Customer Experience Manager - Concierge Desk to lead a licensed Concierge Desk team and drive exceptional service for our most active traders. You will coach and develop a high-performing group, manage proactive outreach, and collaborate with risk, compliance, and operations to resolve issues quickly and professionally.

Based in Denver, CO or Westlake, TX, this on-site role demands strong leadership, regulatory knowledge, and a proven track record in customer-facing