Customer Experience Team Lead - Coaching & 24/7 Ops

Robinhood; Westlake (TX); On-site; USD 47,000 - 55,000; Full time

Benefits offered by this job

Health insurance

Equity ownership

401(k) matching

AI tools access

Lifestyle wallet

Life & disability insurance

Paid time off

Job summary

Robinhood in Westlake, TX seeks a Customer Experience Team Lead to develop and coach frontline representatives delivering support to customers across channels.

The role emphasizes coaching, performance management, and strategic queue oversight, with a strong focus on regulatory alignment and high-quality service. This on-site position offers growth in a fast-paced fintech environment.

Qualifications

• 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

Responsibilities

• 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

Skills

FINRA licenses

Coaching leadership

Communication skills

Fast-paced environment

Analytical skills

Scheduling flexibility

Job description

Robinhood in Westlake, TX seeks a Customer Experience Team Lead to develop and coach frontline representatives delivering support to customers across channels.

The role emphasizes coaching, performance management, and strategic queue oversight, with a strong focus on regulatory alignment and high-quality service. This on-site position offers growth in a fast-paced fintech environment.