Customer Experience Lead, Money

Robinhood; Westlake (TX); On-site; USD 46,838 - 55,104; Full time

Benefits offered by this job

Performance-driven compensation

Bonus programs

Equity ownership

401(k) matching

100% paid health insurance for employees

Lifestyle wallet for benefits

Paid time off and company holidays

Job summary

Robinhood in Westlake, TX is seeking a Customer Experience Lead (CXL) for the Money team. This role focuses on handling escalated banking and credit issues and coaching agents. The position requires deep expertise in banking products and strong communication skills.

As an integral part of the team, you will improve customer experience metrics and support daily operations. We offer a competitive salary and extensive benefits, ensuring you thrive both professionally and personally.

Qualifications

• Prior experience in an advanced service or lead capacity.
• Ability to defuse customer anxiety.
• Strong critical thinking skills to resolve escalated issues.

Responsibilities

• Handle complex banking and credit escalations.
• Drive team readiness and assist managers.
• Mentor and coach agents.
• Serve as a subject matter expert on banking products.
• Support key initiatives for customer experience metrics.

Skills

Deep subject matter expertise in banking and credit products

Strong communication skills

Coaching skills

Change resiliency skills

Exceptional customer service skills

Critical thinking

Logical problem-solving

Proactive mindset

Job description

Join us in building the future of finance.

Our mission is to democratize finance for all. An estimated $124 trillion of assets will be inherited by younger generations in the next two decades. The largest transfer of wealth in human history. If you’re ready to be at the epicenter of this historic cultural and financial shift, keep reading.

About the team + role

We are building an elite team, applying frontier technologies to the world’s biggest financial problems. We’re looking for bold thinkers. Sharp problem-solvers. Builders who are wired to make an impact. Robinhood isn’t a place for complacency, it’s where ambitious people do the best work of their careers. We’re a high-performing, fast-moving team with ethics at the center of everything we do. Expectations are high, and so are the rewards.

The Money (Credit and Banking) team is dedicated to supporting customers navigating Robinhood’s banking, credit, and money movement products. As a Customer Experience Lead (CXL) for Money, you will act as the primary escalation point, subject matter expert, and coach for the Money/Credit team. You will partner closely with the Money Manager to drive team readiness and ensure our agents deliver an expert, high-touch service experience.

This role is based in our Westlake, TX office(s), with in-person attendance expected at least 5 days per week.

At Robinhood, we believe in the power of in‑person work to accelerate progress, spark innovation, and strengthen community. Our office experience is intentional, energizing, and designed to fully support high‑performing teams.

What you’ll do

• Handle complex banking and credit escalations, resolving sensitive customer issues with empathy and precision.
• Drive team readiness and assist managers with day‑to‑day workflow management.
• Mentor and coach agents on the desk, focusing heavily on Interpersonal Communication, Coaching, and Change Resiliency.
• Serve as a deep subject matter expert on Robinhood’s credit and banking products.
• Actively participate in scenario‑based coaching and interpersonal skills development for the team.
• Support key initiatives aimed at improving customer experience metrics such as ASAT and QA.

What you bring

• Deep subject matter expertise in banking and credit products.
• Strong communication, coaching, and change resiliency skills.
• Prior experience in an advanced service or lead capacity, demonstrating the ability to guide peers.
• Ability to quickly defuse customer anxiety through exceptional customer service skills.
• Strong critical thinking and logical problem‑solving skills to isolate and resolve escalated issues.
• A proactive mindset to creatively discover ways to improve productivity and quality for the Customer Experience team.

What we offer

• 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!
• Exceptional office experience with catered meals, events, and comfortable workspaces.

In addition to the base pay range listed below, this role is also eligible for bonus opportunities + benefits.

Base pay for the successful applicant will depend on a variety of job‑related factors, which may include education, training, experience, location, business needs, or market demands. The expected base pay range for this role is based on the location where the work will be performed and is aligned to one of 3 compensation zones. For other locations not listed, compensation can be discussed with your recruiter during the interview process.

Base Pay Range:

Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC)

$34 - $40 USD

Zone 2 (Denver, CO; Westlake, TX; Chicago, IL)

$34 - $40 USD

Zone 3 (Lake Mary, FL; Clearwater, FL; Gainesville, FL)

$33.15 - $39 USD

Click here to learn more about our Total Rewards, which vary by region and entity.

If our mission energizes you and you’re ready to build the future of finance, we look forward to seeing your application.

Equal Employment Opportunity Information

At Robinhood, we care deeply about diverse representation in our workforce as it supports our mission to democratize finance for all. In support of this goal, we encourage applicants to voluntarily identify demographic information. This information helps us to continue building a more inclusive workplace and to ensure effective recruiting programs that are inclusive of individuals across all backgrounds.

Self‑identifying in this section is completely voluntary and if you choose not to provide any information, please select the “I don’t wish to answer” option under that question. Whatever your decision, data that you provide in this section will not be considered in the hiring process or thereafter. Individuals seeking employment at Robinhood are considered without regard to race, color, religion, national origin, age, sex, sexual orientation, marital status, ancestry, physical or mental disability, neurodivergence, veteran status, gender identity or expression, or any other characteristic protected by law.

You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity record‑keeping, reporting, and other legal requirements, and to be used in our efforts to recruit a diverse workforce. Any information that you do provide will be recorded and maintained in a confidential manner. For more information on EEOC definitions, please reference this document.