Customer Experience Team Lead

Robinhood; Bellevue (WA); On-site; USD 46,838 - 55,104; Full time

Benefits offered by this job

Health insurance

Equity ownership

401(k) matching

Paid time off

Fertility benefits

Mental health benefits

Catered meals and office events

Job summary

Robinhood is seeking a Customer Experience Team Lead to help lead a team of customer support representatives delivering high-quality service across channels. You will coach and develop team members, focus on technical coaching, and drive subject matter expertise while partnering with operations, QA, and compliance teams to improve the customer experience.

The role requires in-person attendance at least 3 days a week in Denver, CO and Westlake, TX, with schedules including five 8-hour shifts or

Qualifications

• Active FINRA Series 7 and Series 63; 9/10 or 24 preferred (or ability to obtain 9/10 within 120 days).
• Strong coaching and leadership skills with a passion for developing frontline talent.
• Excellent written and verbal communication skills.

Responsibilities

• Develop a team of customer experience representatives delivering support directly to customers.
• Provide ongoing coaching and performance feedback to drive outcomes.
• Handle escalated customer concerns and resolve complex issues with urgency.
• Oversee daily operations including queue management and service-level adherence.
• Monitor team performance metrics and partner with leadership to improve.

Skills

Active FINRA 7/63

Coaching & Leadership

Communication skills

Fast-paced environment

Analytical thinking

Scheduling flexibility

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

Robinhood’s Customer Experience team plays a critical role in Democratizing Finance for All. Our customer experience team supports customers across a wide range of account needs, delivering timely, accurate, and empathetic support across multiple channels.

As a Customer Experience Team Lead, you will help lead a team of customer support representatives responsible for delivering high-quality service and resolving customer issues efficiently. You will coach and develop team members focusing on technical coaching and driving subject matter expertise. You’ll support the Customer Experience Manager to ensure operational excellence, and act as a point of contact for escalations and complex customer situations. In this role, you will help drive performance through coaching, quality standards, and service-level accountability while partnering with operations, quality assurance, and compliance teams to continuously improve the customer experience.

Schedule & Work Environment This role is based in our Denver, CO and Westlake, TX offices, with in-person attendance expected at least 3 days a week. The team operates seven days a week from 7:00 a.m. to 10:00 p.m. ET. Employees will work either five 8-hour shifts or four 10-hour shifts per week, depending on business needs. Specific schedules will be determined after hire. 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

• Help develop a team of customer experience representatives delivering support directly to our customers
• Provide ongoing coaching and performance feedback to drive strong customer outcomes and team development
• Handle escalated customer concerns and resolve complex issues with urgency and professionalism
• Oversee daily operations including queue management, workforce coordination, and service-level adherence
• Monitor team performance metrics and partner with leadership to drive continuous improvement
• Collaborate with QA, operations leaders, and compliance teams to maintain quality standards and ensure regulatory alignment
• Lead by example by supporting the queues and our customers directly during times of surges

What you bring

• Active FINRA Series 7 and Series 63; Series 9/10 or 24 preferred (or ability to obtain 9/10 within 120 days)
• Strong coaching and leadership skills with a passion for developing frontline talent
• Excellent written and verbal communication skills
• Proven ability to operate in a fast-paced, high-volume environment while managing competing priorities
• Strong analytical and problem-solving skills with attention to detail
• Flexibility in scheduling to support business needs

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.

Robinhood provides equal opportunity for all applicants, offers reasonable accommodations upon request, and complies with applicable equal employment and privacy laws. Inclusion is built into how we hire and work—welcoming different backgrounds, perspectives, and experiences so everyone can do their best. Please review the Privacy Policy for your country of 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 recordkeeping, 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 .