Senior Customer Experience Lead - Finance and Compliance

Rainfall Ventures; Texas; Hybrid; USD 61,000 - 72,000; Full time

Benefits offered by this job

100% paid health insurance

401(k) matching

Equity ownership

Bonus programs

Paid time off

Job summary

Robinhood is seeking a Customer Experience Team Lead to guide a high‑performing unit focused on complex customer concerns within a regulated financial services context. You will coach a team, manage escalations, and help ensure timely, accurate resolutions while upholding regulatory standards.

The role requires strong judgment, communication, and collaboration across Compliance, Legal, and internal teams, with in-person work at Westlake, TX or Denver, CO on a hybrid basis.

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 or complaints in financial services/regulatory environment.
• Strong coaching, leadership and feedback skills.
• Excellent written and verbal communication in sensitive/high-stakes situations.

Responsibilities

• Serve as a technical SME, coaching on complex customer complaints, investigations and escalations.
• Develop team capabilities through hands-on coaching, reviews, knowledge sharing, and feedback.
• Monitor case queues, prioritize time-sensitive matters, and ensure progress within SLAs and regulatory timelines.
• Provide guidance on sensitive or high-risk situations by partnering with Compliance, Legal, and internal teams.
• Monitor quality, productivity, and trends to identify improvement opportunities for processes and outcomes.
• Collaborate 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

Communication

Problem solving

Time management

Job description

Robinhood is seeking a Customer Experience Team Lead to guide a high‑performing unit focused on complex customer concerns within a regulated financial services context. You will coach a team, manage escalations, and help ensure timely, accurate resolutions while upholding regulatory standards.

The role requires strong judgment, communication, and collaboration across Compliance, Legal, and internal teams, with in-person work at Westlake, TX or Denver, CO on a hybrid basis.