Global Support Manager, Robinhood
CA$110.5-130k
Offers equity and bonus
Commission-free stock trading & investing app
Be an early applicant
Commission-free stock trading & investing app
1001+ employees
Be an early applicant
CA$110.5-130k
Offers equity and bonus
1001+ employees
Company mission
To democratize finance for all.
Role
Who you are
- 8+ years of experience in IT support or enterprise technology operations, including at least 3 years managing distributed teams
- Experience implementing and managing ITSM frameworks, incident lifecycle processes, and SLA/SLO governance using platforms such as Jira Service Management or ServiceNow
- Working knowledge of enterprise workplace technologies including macOS and Windows device management, Okta, Slack, and Google Workspace
- Experience improving operational performance in high-growth technology or financial services environments
- Experience managing executive or high-priority support escalations with professionalism and structured communication
- Demonstrated ability to coach and retain team members across time zones and regions
- Familiarity with AI tools used in support environments to improve efficiency and knowledge management
- Experience using metrics and reporting to identify trends and implement service improvements
What the job involves
- Technology Support Services is the team responsible for delivering reliable, secure, and efficient IT support to Robinhood employees globally
- We focus on reducing technical downtime, improving service quality, and standardizing processes across regions to help employees stay productive
- The team partners closely with Engineering, Security, Workplace, and Enterprise Applications to ensure workplace technologies scale with business growth
- Our culture emphasizes operational discipline, measurable outcomes, and continuous improvement in service delivery
- As Global Support Manager, you will lead a distributed IT support team during a period of organizational growth and system integration
- You will oversee daily operations, improve service management processes, and implement tools that increase efficiency and service reliability
- This role is accountable for support performance across regions, including escalation management, queue health, and service level objectives
- You will also guide modernization efforts, including automation initiatives and post-acquisition integrations, ensuring a consistent employee experience across locations
- Lead a distributed IT support team across North America and Europe, setting clear performance expectations and tracking measurable service outcomes
- Oversee daily support operations including queue management, escalation handling, and adherence to defined service level agreements (SLAs) and service level objectives (SLOs)
- Standardize support processes across regions, including post-acquisition system integrations and global IT service management (ITSM) implementation
- Partner with Engineering and Automation teams to implement AI-supported workflows that reduce ticket resolution time and increase self-service adoption
- Define and monitor key operational metrics, dashboards, and reporting frameworks to improve service quality and resource planning
- Recruit, coach, and develop team members across multiple career levels, supporting performance growth and retention
- Maintain a follow-the-sun support model and structured on-call rotations to ensure timely response to critical incidents
Our take
For years, traditional brokers ruled the share trading realm, charging hefty fees that locked out everyday investors. Robinhood emerged as a disruptor, offering commission-free trading and opening the door to a new generation. Since then, expectations have continued to evolve, with investors looking not just to lower costs, but for simpler tools, clearer information, and guidance that makes the market easier to understand.
Robinhood was built to meet those changing expectations, designed from the start as a mobile-first platform that makes investor more accessible and less intimidating for people at every stage of their financial journey. Through its app, users can trade stocks and other financial instruments while benefiting from a clean interface and built-in educational support, helping them move from curiosity to confidence without unnecessary complexity.
Recently, Robinhood has strenghtned its impact too, particularly in the UK. With the launch of AI-powered Digests within its Robinhood Cortex assistant that helps users understand what's driving stock movements in plain English, while upcoming options trading and expanded educational resources add flexibility and depth. Together, these steps position Robinhood as a platform evolving alongside its users, blending technology and education to stay ahead in an ever-changing investment landscape.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 13 rounds)
Feb 2021
$2.4bn
CONVERTIBLE
Jan 2021
$1bn
LATE VC
Total funding: $5.6bn
Company HQ
Downtown Menlo Park, Menlo Park, CA
Leadership
Vlad Tenev
(Co-Founder, CEO & Chairman)Studied Mathematics at Stanford University, where they met Baiju. Dropped out of a PhD to start Robinhood. Alongside Robinhood, Vlad is also the co-founder and Executive Chairman of Harmonic.
Baiju B.
(Co-Founder)Studied Mathematics and Physics at Stanford University, where they met their Vlad and co-founded Robinhood in 2012. Baiju is also the Founder and CEO of Aetherflux.
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