Customer Experience Team Lead, Money

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

Benefits offered by this job

Health insurance

401(k) matching

Equity ownership

Bonus programs

Job summary

Robinhood is seeking a Customer Experience Team Lead to coach a growing team delivering high-quality support across channels. You will guide coaching, performance feedback, and escalation handling to maintain service levels.

The role sits in Westlake, TX, with in-person attendance and a schedule adapting to business needs. You will partner with operations, QA, and compliance to elevate customer experience.

Qualifications

• Proven coaching and leadership ability to develop frontline staff.
• Strong written and verbal communication for daily interaction with customers.
• Experience operating in high-volume settings with competing priorities.
• Analytical mindset with attention to detail for performance review.
• Flexibility to adjust schedules to meet business needs.

Responsibilities

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

Skills

Coaching leadership

Excellent communication

Fast-paced environment

Analytical thinking

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.

The Money (Credit and Banking) team supports our customers as they utilize Robinhood’s growing suite of banking and credit features. As the Money Team Lead, you will lead a newly growing desk focused on banking, credit, and money movement. You will play a crucial role in building the foundation of this team, navigating changes as this business area scales rapidly.

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 7:00am - 9:00pm EST. 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

• 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
• Top Tier benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents
• Access to the Robinhood Employee Fund that gives eligible US employees the opportunity to invest in a private employee fund that provides exposure to Robinhood Ventures funds.
• Access to the best AI tools on the market and continuous AI skill-building for every employee, technical or not.
• 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

If our mission energizes you and you're ready to build the future of finance, we look forward to seeing your application.

AI Usage Disclosure: Robinhood uses artificial intelligence (AI) tools to support parts of our recruiting process. These tools enhance the efficiency and consistency of our hiring process; however, all hiring decisions are made by our hiring teams.

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.