Customer Experience Team Lead — In-Office Finance Tech

Robinhood Markets, Inc.; Westlake (TX); Hybrid; USD 61,000 - 72,000; Full time

Benefits offered by this job

Health insurance

Equity ownership

401(k) matching

Catered meals

Professional development

Job summary

Robinhood Markets, Inc. is seeking a Customer Experience Team Lead for the Executive Office in Westlake, TX or Denver, CO. The role is hands-on, guiding complex customer cases, coaching the team, and ensuring timely, compliant resolution in a fast-paced, regulated environment.

You'll partner with the Customer Experience Manager to drive quality, prioritize work, and embody accountability and continuous improvement while maintaining an in-person, collaborative office culture.

Qualifications

• Active FINRA Series 7, Series 63, Series 9/10 OR Series 24 preferred; ability to obtain Series 3 within 120 days.

Responsibilities

• Serve as a technical subject matter expert, guiding complex customer complaints, investigations, and escalations.
• Develop team capabilities through hands-on coaching, case reviews, knowledge sharing, and actionable feedback.
• Monitor case queues, prioritize time-sensitive matters, ensuring progress within SLAs and regulatory timelines.
• Provide guidance on high-risk situations, collaborating with Compliance, Legal, and internal teams.
• Monitor quality, productivity, and trends to drive improvements in processes and customer outcomes.
• Partner with Customer Experience Manager to reinforce standards and drive continuous improvement.
• Lead by example by managing complex cases and supporting the team during high volume periods.

Skills

FINRA licenses

Leadership & coaching

Communication

Regulatory knowledge

Customer escalations

Job description

Robinhood Markets, Inc. is seeking a Customer Experience Team Lead for the Executive Office in Westlake, TX or Denver, CO. The role is hands-on, guiding complex customer cases, coaching the team, and ensuring timely, compliant resolution in a fast-paced, regulated environment.

You'll partner with the Customer Experience Manager to drive quality, prioritize work, and embody accountability and continuous improvement while maintaining an in-person, collaborative office culture.