Senior CX Team Lead - Finance & Compliance Coach

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

Benefits offered by this job

Health insurance

401(k) matching

Equity ownership

Paid time off

Catered meals

Job summary

Robinhood is seeking a Customer Experience Team Lead to guide complex investigations and coach the team toward timely, accurate resolutions. You will partner with the Customer Experience Manager to drive operational excellence across sensitive customer concerns in a regulated financial services environment.

Based in Westlake, TX or Denver, CO, you’ll collaborate with Compliance and Legal to ensure high standards while managing priorities and promoting continuous improvement in customer outcomes.

Qualifications

• Experience handling complex customer concerns, escalations, or complaints in a financial services or regulated environment.
• Strong leadership and coaching abilities to develop others through feedback and guidance.
• Excellent written and verbal communication, especially in high-stakes situations.

Responsibilities

• Serve as a technical SME, guiding investigations and escalations for complex customer cases.
• Coach and develop the team through case reviews, knowledge sharing, and feedback.
• Monitor case queues, prioritize time-sensitive matters, ensure SLAs and regulatory timelines are met.

Skills

Leadership

Coaching

Communication

Analytical skills

Investigative skills

Attention to detail

Team collaboration

Flexibility

Job description

Robinhood is seeking a Customer Experience Team Lead to guide complex investigations and coach the team toward timely, accurate resolutions. You will partner with the Customer Experience Manager to drive operational excellence across sensitive customer concerns in a regulated financial services environment.

Based in Westlake, TX or Denver, CO, you’ll collaborate with Compliance and Legal to ensure high standards while managing priorities and promoting continuous improvement in customer outcomes.