Overnight CX Team Lead — Elevate Support & Coaching

Robinhood; Denver (CO); Ibrido; USD 34.000 - 40.000; Tempo pieno

Vantaggi offerti da questo lavoro

Equity ownership

401(k) matching

100% paid health insurance for you; 90

% for dependents

Lifestyle wallet

Life & disability insurance

Fertility benefits

Mental health benefits

Paid time off & holidays

Catered meals and events

Descrizione del lavoro

United States Digital Space LLC seeks a Customer Experience Team Lead to guide a 24/7 customer support team in Denver, CO. You will coach reps, resolve escalations, and ensure service levels while collaborating with QA, operations, and compliance teams.

The role requires FINRA licenses or the ability to obtain them, strong leadership, and excellent communication in a high-volume environment. Denver-based with some remote shifts.

Competenze

• Active FINRA Series 7 and Series 63; Series 9/10 or 24 preferred or able to obtain within 120 days.
• Strong coaching and leadership skills for developing frontline talent.
• Excellent written and verbal communication.
• Ability to thrive in a fast-paced, high-volume environment with competing priorities.
• Strong analytical and problem-solving skills with attention to detail.
• Scheduling flexibility to support business needs.

Mansioni

• Develop a team of customer experience representatives delivering support to customers.
• Provide ongoing coaching and performance feedback to drive outcomes.
• Handle escalated customer concerns and resolve complex issues with urgency.
• Oversee daily operations including queue management and workforce coordination.
• Monitor team performance metrics and drive continuous improvement.
• Collaborate with QA, operations leaders, and compliance teams to maintain quality and regulatory alignment.
• Lead by example by supporting queues and customers during surges.

Conoscenze

FINRA Series 7

FINRA Series 63

Series 9/10 or 24

Coaching & leadership

Written & verbal communication

High-volume operations

Descrizione del lavoro

United States Digital Space LLC seeks a Customer Experience Team Lead to guide a 24/7 customer support team in Denver, CO. You will coach reps, resolve escalations, and ensure service levels while collaborating with QA, operations, and compliance teams.

The role requires FINRA licenses or the ability to obtain them, strong leadership, and excellent communication in a high-volume environment. Denver-based with some remote shifts.