Concierge Desk Manager – Customer Experience

Rainfall Ventures; Westlake (OH); On-site; USD 97,000 - 114,000; Full time

Benefits offered by this job

Health insurance

Equity opportunities

401(k) matching

Job summary

Robinhood is seeking a Customer Experience Manager - Concierge Desk to lead a licensed team serving high-value traders. You will mentor staff, drive proactive outreach, and ensure top-tier service while aligning with regulatory standards.

The role requires FINRA licenses, a Bachelor’s degree, and 4+ years in customer-facing ops with team leadership. In-person attendance is expected at least 5 days weekly at Denver, CO or Westlake, TX offices.

Qualifications

• FINRA licenses required (7, 63, 24 or 9/10).
• Bachelor’s degree from an accredited institution.
• 4+ years in customer-facing operations, ideally in startups or brokerage.
• 4+ years managing customer-facing teams with sales/advisory focus.
• Strong management toolkit and leadership credibility.
• High integrity and commitment to professionalism.
• Experience in fast-paced proactive environments and profitability focus.

Responsibilities

• Lead 12–15 Concierge Desk team members to deliver exceptional results.
• Develop agents in value-added conversations and proactive outreach.
• Coach, mentor, and drive asset growth metrics and quality standards.
• Provide live-support and proactive outreach in a dynamic setting.
• Foster professionalism, customer advocacy, and regulatory compliance.
• Collaborate with Middle-Office, Back-Office, Risk, and Compliance teams.
• Analyze inquiries to document root causes for engineering fixes.
• Identify solutions through problem-solving and customer negotiations.

Skills

FINRA Licenses (7/63/24 or 9/10)

Team leadership

Customer-facing operations

Sales/advisory experience

Integrity & professionalism

Problem solving

Education

Bachelor’s Degree

Tools

CRM/Live-support tools

Job description

Robinhood is seeking a Customer Experience Manager - Concierge Desk to lead a licensed team serving high-value traders. You will mentor staff, drive proactive outreach, and ensure top-tier service while aligning with regulatory standards.

The role requires FINRA licenses, a Bachelor’s degree, and 4+ years in customer-facing ops with team leadership. In-person attendance is expected at least 5 days weekly at Denver, CO or Westlake, TX offices.