Customer Experience Team Lead

Robinhood; West Lake (FL); On-site; USD 47,000 - 55,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Equity ownership

Life & disability insurance

Fertility benefits

Mental health benefits

Paid time off

Catered meals

Job summary

Robinhood seeks a Customer Experience Team Lead to guide a team delivering high-quality support across channels. You will coach reps, manage escalations, and partner with QA, operations, and compliance to raise service levels.

Based in Westlake, TX, this role requires in-person presence at least 3 days a week and offers a comprehensive benefits package, equity opportunities, and competitive compensation. The team operates on a 24/7 schedule with varied shifts.

Qualifications

• Active FINRA Series 7 and 63; 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.
• 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.

Responsibilities

• Develop and coach a team of customer experience representatives.
• Provide ongoing coaching and performance feedback to drive outcomes.
• Handle escalated customer concerns with urgency and professionalism.
• Oversee daily operations including queue management and scheduling.
• Monitor performance metrics and drive continuous improvement.
• Collaborate with QA, operations, and compliance to maintain standards.
• Lead by example by supporting queues during surges.

Skills

FINRA Series 7

FINRA Series 63

Series 9/10/24 preferred

Coaching & leadership

Communication skills

Analytical skills

Multitasking in fast-paced environment

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

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. 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 Westlake, TX office, with in-person attendance expected at least 3 days a week.

The team operates on a 24/7 schedule. 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

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.