Senior Customer Experience Leader – Banking & Credit

Robinhood; Westlake (TX); On-site; USD 46,838 - 55,104; Full time

Benefits offered by this job

Performance-driven compensation

Bonus programs

Equity ownership

401(k) matching

100% paid health insurance for employees

Lifestyle wallet for benefits

Paid time off and company holidays

Job summary

Robinhood in Westlake, TX is seeking a Customer Experience Lead (CXL) for the Money team. This role focuses on handling escalated banking and credit issues and coaching agents. The position requires deep expertise in banking products and strong communication skills.

As an integral part of the team, you will improve customer experience metrics and support daily operations. We offer a competitive salary and extensive benefits, ensuring you thrive both professionally and personally.

Qualifications

• Prior experience in an advanced service or lead capacity.
• Ability to defuse customer anxiety.
• Strong critical thinking skills to resolve escalated issues.

Responsibilities

• Handle complex banking and credit escalations.
• Drive team readiness and assist managers.
• Mentor and coach agents.
• Serve as a subject matter expert on banking products.
• Support key initiatives for customer experience metrics.

Skills

Deep subject matter expertise in banking and credit products

Strong communication skills

Coaching skills

Change resiliency skills

Exceptional customer service skills

Critical thinking

Logical problem-solving

Proactive mindset

Job description

Robinhood in Westlake, TX is seeking a Customer Experience Lead (CXL) for the Money team. This role focuses on handling escalated banking and credit issues and coaching agents. The position requires deep expertise in banking products and strong communication skills.

As an integral part of the team, you will improve customer experience metrics and support daily operations. We offer a competitive salary and extensive benefits, ensuring you thrive both professionally and personally.