Finance CX Team Lead | Coaching & Compliance

Robinhood; Denver City (TX); On-site; USD 90,000 - 150,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Equity ownership

Bonus programs

Flexible benefits

Job summary

Robinhood in the United States is seeking a Customer Experience Team Lead in the Executive Office to coach a high‑performing team handling complex customer issues with a strong emphasis on quality, compliance, and timely resolutions.

You will partner with the Customer Experience Manager to drive operational excellence, manage case priorities, and improve processes while navigating sensitive situations with accountability and collaboration.

Qualifications

• Active FINRA Series 7, Series 63, Series 9/10 OR Series 24 preferred. Ability to obtain Series 3 within 120 days.
• Experience handling complex customer concerns, escalations, or complaints within a financial services or regulated environment.
• Strong technical coaching and leadership skills, with the ability to develop others through feedback, guidance, and knowledge sharing.
• Excellent written and verbal communication skills, including the ability to communicate clearly and professionally in sensitive or high-stakes situations.
• Strong investigative, analytical, and problem-solving skills with exceptional attention to detail.
• Sound judgment and the ability to balance customer outcomes, regulatory requirements, and business priorities.

Responsibilities

• Serve as a technical subject matter expert, providing guidance and coaching on complex customer complaints, investigations, and escalations.
• Develop team capabilities through hands-on coaching, case reviews, knowledge sharing, and actionable feedback that strengthens quality, judgment, and resolution effectiveness.
• Support daily operations by monitoring case queues, prioritizing time-sensitive matters, and ensuring cases are assigned, progressed, and resolved within established service-level and regulatory timelines.
• Provide guidance on sensitive or high-risk customer situations, partnering with Compliance, Legal, and other internal teams to support appropriate resolution.
• Monitor case quality, productivity, and operational trends, identifying opportunities to improve team performance, processes, and the customer experience.
• Partner with the Customer Experience Manager to reinforce operational standards, drive accountability, and support continuous improvement initiatives.
• Lead by example by directly managing complex customer cases and supporting the team during periods of increased volume or operational need.

Skills

FINRA Series 7/63/9/10 or Series 24

Leadership

Coaching

Communication

Problem solving

Job description

Robinhood in the United States is seeking a Customer Experience Team Lead in the Executive Office to coach a high‑performing team handling complex customer issues with a strong emphasis on quality, compliance, and timely resolutions.

You will partner with the Customer Experience Manager to drive operational excellence, manage case priorities, and improve processes while navigating sensitive situations with accountability and collaboration.