Customer Experience Team Lead: Coaching & Escalations

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

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