Senior Customer Experience Manager - Concierge Desk

Robinhood; Denver, Westlake (CO, TX); On-site; USD 97,000 - 114,000; Full time

Benefits offered by this job

Bonus opportunities

Equity ownership

401(k) matching

100% paid health insurance

Flexible benefits wallet

Life & disability insurance

Parental leave

Catered meals & events

Job summary

Robinhood in Denver, CO / Westlake, TX offices is seeking a Customer Experience Manager - Concierge Desk to lead 12-15 licensed representatives serving our top customers. You will guide professional development and enhance proactive outreach to meet performance targets.

You’ll work nights/weekends if needed and collaborate with Middle-Office, Risk and Compliance to resolve complex issues while advocating for customer needs and regulatory standards.

Qualifications

• FINRA Series 7, 63 and 24 or 9/10 Licenses required.
• Bachelor’s Degree from an accredited institution.
• 4+ years in customer-facing operations, preferably in a startup or broker-dealer.
• 4+ years managing customer-facing teams, with sales/advisory experience.
• Strong management toolkit and commitment to professionalism.
• Experience in high-paced, proactive environments.
• Understanding of customer profitability to tailor solutions.

Responsibilities

• Lead 12-15 licensed Concierge Desk team members to deliver outstanding results.
• Develop agents in value-added conversations and proactive up-selling.
• Coach, mentor and drive asset growth with high quality standards.
• Provide service in a live-support, proactive outreach setting.
• Foster professionalism, customer advocacy and regulatory compliance.
• Serve as a trusted contact for traders on complex topics (Options, Margin, Equities, Day Trade).
• Collaborate with Middle-Office, Back-Office, Risk and Compliance teams.
• Identify recurring inquiries and document issues for engineering.
• Resolve customer issues and escalate as needed; support negotiations and business opportunities.

Skills

FINRA Licenses

Leadership

Team management

Customer-focused

Negotiation

Education

Bachelor’s Degree

Job description

Robinhood in Denver, CO / Westlake, TX offices is seeking a Customer Experience Manager - Concierge Desk to lead 12-15 licensed representatives serving our top customers. You will guide professional development and enhance proactive outreach to meet performance targets.

You’ll work nights/weekends if needed and collaborate with Middle-Office, Risk and Compliance to resolve complex issues while advocating for customer needs and regulatory standards.