Customer Experience Manager, Robinhood
RHM Executive Office
$115.6-136k
+ bonus programs + equity ownership
5 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
$115.6-136k
+ bonus programs + equity ownership
5 days a week in office
1001+ employees
Company mission
To democratize finance for all.
Role
Who you are
- Demonstrated experience with escalations management
- Excellent planning and organization skills with ability to implement and deliver on quantitative goals
- Problem solving and decision-making capabilities; strong analytical skills
- Minimum four years experience in a Customer Care management role
- The ability to perform knowledge transfer training to other team members
- Bachelor’s Degree in related field
- Hold the Series 7, 63, and 24 Designated Principal license (9/10 accepted in lieu of the 24)
- Series 66 and Series 3 Required within 180 days of hire
What the job involves
- We are building an elite team, applying frontier technologies to the world’s biggest financial problems. We’re looking for bold thinkers. Sharp problem-solvers. Builders who are wired to make an impact. Robinhood isn’t a place for complacency, it’s where ambitious people do the best work of their careers. We’re a high-performing, fast-moving team with ethics at the center of everything we do. Expectations are high, and so are the rewards
- Robinhood's Customer Experience team is committed to providing world-class service for our customers — many of whom are investing for the first time. The Executive Office team is the most senior tier of support at Robinhood CX: it owns the cases that reach our executives, legal team, and regulators, and resolves the most complex, sensitive issues our customers face
- In this role, you'll lead that team. You'll set resolution strategies for executive, legal, and regulatory escalations, monitor complaint trends across the customer base, and partner directly with CX Senior Leadership, Compliance, and the executive team to drive those trends down
- It's a high-visibility role with real ownership — you'll empower a group of our most senior CX specialists to resolve any scenario a customer brings to us, and you'll be the voice of the customer as the primary responder to our most escalated situations
- Partner with CX Senior Leadership to set high-level strategy and run day-to-day operations for complaints management and escalations across our most sensitive case types
- Manage all operational and performance aspects of a multi-faceted team, delivering strong results while developing your team members' skills
- Coach senior customer experience specialists to raise the performance bar across the team
- Advise and make recommendations on how complaints and escalations integrate into broader business priorities, goals, and objectives
- Monitor key performance metrics and measurement standards, and produce reporting for the areas you support
- Partner closely with Compliance to align complaint-reduction strategies with the operational realities of the team
- Use operational data and customer topic analysis to identify and drive process improvements
- Identify technology improvements, best practices, and trends that drive a cost-effective, positive customer experience and strengthen our customer care strategy
- Drive high performance by setting clear, focused goals, giving real-time feedback, stretching top talent, and scaling impact through focus, innovation, and tech
- Hire and retain top talent by setting a high bar, hiring only those who raise it, investing in onboarding, and addressing talent issues quickly and fairly
- Create community by connecting work to purpose, removing friction while prioritizing safety, building trust and inclusion, and leading from the front with integrity
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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