Finance CX Team Lead - Hands-on Coaching & Ops

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

Benefits offered by this job

Health insurance

Equity ownership

401(k) matching

AI tools access

Lifestyle wallet

Life & disability insurance

Fertility benefits

Mental health benefits

Paid time off

Job summary

Robinhood is hiring a Customer Experience Team Lead to guide a high-performing team at the Westlake, TX or Denver, CO offices. You will coach on complex customer concerns, manage case priorities, and ensure timely, accurate resolutions across channels.

Expect strong collaboration with Compliance and Legal, and a focus on quality, judgment, and continuous process improvement in a fast-paced, regulated environment.

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.

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, Series 63, Series 9/10

Series 24

Series 3 within 120 days

Experience handling complex customer

Job description

Robinhood is hiring a Customer Experience Team Lead to guide a high-performing team at the Westlake, TX or Denver, CO offices. You will coach on complex customer concerns, manage case priorities, and ensure timely, accurate resolutions across channels.

Expect strong collaboration with Compliance and Legal, and a focus on quality, judgment, and continuous process improvement in a fast-paced, regulated environment.