Concierge Desk Manager: Customer Experience

Robinhood; Bellevue, Northern (WA, KY); Hybrid; USD 111,000 - 130,000; Full time

Benefits offered by this job

Health insurance

Equity ownership

401(k) matching

Flexible benefits

Parental leave

Catered meals

Job summary

Robinhood’s Concierge Desk team seeks a Customer Experience Manager to lead licensed agents serving high-value clients. You’ll guide 12–15 representatives, coach for performance, and collaborate with risk and compliance to resolve complex inquiries.

This role requires in-person presence at our Bellevue-area offices with evening/night shifts and weekend coverage as needed. The ideal candidate has FINRA licenses and 4+ years managing customer-facing teams in fast-paced environments, plus a degree

Qualifications

• FINRA Series 7, 63 and 24 or 9/10 licenses.
• Bachelor’s Degree from an accredited institution.
• 4+ years in customer-facing operations, at a startup or broker-dealer.
• 4+ years managing customer-facing teams, with sales/advisory work.
• Strong management toolkit and professional integrity.
• Experience in a high-paced proactive environment.

Responsibilities

• Lead 12-15 licensed Concierge Desk team members to deliver outstanding results and grow their skills.
• Develop agents in value-added conversations and proactive upselling via outreach.
• Coach, mentor, and support professional development; drive asset growth metrics.
• Provide service in live-support and proactive outreach environments.
• Foster professionalism, customer advocacy, and regulatory compliance.
• Serve as key contact for traders; collaborate with Middle-Office, Back-Office, Risk and Compliance.
• Identify recurring inquiries and document root causes for engineering fixes.
• Resolve customer issues and escalations from your team.
• Contribute to negotiations and earning business with solid judgment.

Skills

FINRA licenses

Education

Bachelor’s Degree

Job description

Robinhood’s Concierge Desk team seeks a Customer Experience Manager to lead licensed agents serving high-value clients. You’ll guide 12–15 representatives, coach for performance, and collaborate with risk and compliance to resolve complex inquiries.

This role requires in-person presence at our Bellevue-area offices with evening/night shifts and weekend coverage as needed. The ideal candidate has FINRA licenses and 4+ years managing customer-facing teams in fast-paced environments, plus a degree