Senior Customer Experience Team Lead – Finance & Compliance

Robinhood; Denver (CO); On-site; USD 61,000 - 72,000; Full time

Benefits offered by this job

Health insurance

Equity ownership

401(k) matching

AI tools access

Catered meals

Job summary

Robinhood is seeking a Customer Experience Team Lead in its Executive Office to act as a technical leader, coach, and subject matter expert. You will drive resolutions for complex customer concerns, train staff, and ensure compliance with regulatory standards while partnering with cross-functional teams.

Based in Denver or Westlake, TX, the role requires hands-on coaching, strong judgment, and the ability to navigate sensitive situations, with attendance expectations and a schedule that supports

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.
• Lead by example by directly managing complex customer cases and supporting the team during periods of increased volume or operational need.

Skills

FINRA licenses

Customer experience

Leadership

Communication

Tools

Regulatory frameworks

Job description

Robinhood is seeking a Customer Experience Team Lead in its Executive Office to act as a technical leader, coach, and subject matter expert. You will drive resolutions for complex customer concerns, train staff, and ensure compliance with regulatory standards while partnering with cross-functional teams.

Based in Denver or Westlake, TX, the role requires hands-on coaching, strong judgment, and the ability to navigate sensitive situations, with attendance expectations and a schedule that supports