Customer Experience Strategy Specialist, Robinhood
$88-104k
+ Bonus programs & Equity ownership
3+ days a week in office
Commission-free stock trading & investing app
Be an early applicant
Commission-free stock trading & investing app
1001+ employees
Be an early applicant
$88-104k
+ Bonus programs & Equity ownership
3+ days a week in office
1001+ employees
Company mission
To democratize finance for all.
Role
Who you are
- 4-5+ years of relevant experience in operations, strategy, or customer experience, with a strong ability to manage large-scale initiatives independently
- Ability to build relationships and collaborate across multiple teams to influence decisions and execute on priorities
- Exceptional organizational and project management skills with attention to detail and comfort navigating ambiguity
- Strong analytical skills, with proficiency in data interpretation to inform business decisions; SQL knowledge is a plus
- Preference for Active FINRA licenses and supervisory licenses (e.g., 7, 63, 9/10, 24) or willingness to obtain where functionally necessary
What the job involves
- The CX Operations Strategy team’s mission is to ensure that every Robinhood customer receives seamless, scalable, and high-quality support
- We advocate for the customer by translating feedback into actionable solutions across Robinhood’s product and operational landscape
- As a Strategy Lead, you will help shape the future of customer experience at Robinhood!
- You’ll act as the functional owner of a product line, serving as the vital link between customers, CX agents, leadership, and product teams
- You’ll be instrumental in refining processes, optimizing quality, and delivering high-impact improvements that drive satisfaction and operational efficiency
- At Robinhood, we believe in the power of in-person work to accelerate progress, spark innovation, and strengthen community. Our office experience is intentional, energizing, and designed to fully support high-performing teams
- Lead initiatives to enhance customer satisfaction by optimizing support processes, launching new products, and gathering feedback from customers and agents
- Act as the CX Operations liaison to Product and Engineering teams, ensuring the customer voice is integrated into product and process decisions
- Own end-to-end execution of product readiness, including launch documentation, post-mortems, and stakeholder communication
- Identify and resolve gaps in process and operational readiness to reduce customer and agent friction
- Foster strong internal relationships to develop agent feedback loops, support change management efforts, and ensure process documentation remains current
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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