Customer Experience Team Lead - Coaching & Escalations

Robinhood; Town of Texas (WI); On-site; USD 45,000 - 63,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Equity/bonus programs

Free meals in-office

Paid time off

Job summary

Robinhood invites applicants for a Customer Experience Team Lead role based in Westlake, TX. The position focuses on coaching a team of customer experience representatives, delivering high-quality support, and resolving customer issues with urgency and professionalism.

You will oversee queue management, performance metrics, and collaboration with QA, operations, and compliance to uphold quality standards. In-person work is required at least 3 days a week to drive results.

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

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 Series 7

FINRA Series 63

Leadership

Communication

Coaching

Analytical skills

Job description

Robinhood invites applicants for a Customer Experience Team Lead role based in Westlake, TX. The position focuses on coaching a team of customer experience representatives, delivering high-quality support, and resolving customer issues with urgency and professionalism.

You will oversee queue management, performance metrics, and collaboration with QA, operations, and compliance to uphold quality standards. In-person work is required at least 3 days a week to drive results.