Customer Experience Team Lead, Robinhood
+ Bonus programs & equity ownership. Pay range: $34 - $40 USD
More information about location
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
+ Bonus programs & equity ownership. Pay range: $34 - $40 USD
More information about location
5 days a week in office
1001+ employees
Company mission
To democratize finance for all.
Role
Who you are
- Active FINRA Series 7 and Series 63; Series 9/10 or 24 preferred (or ability to obtain 9/10 within 120 days)
- Strong coaching and leadership skills with a passion for developing frontline talent
- Excellent written and verbal communication skills
- Proven ability to operate in a fast-paced, high-volume environment while managing competing priorities
- Strong analytical and problem-solving skills with attention to detail
- Flexibility in scheduling to support business needs
What the job involves
- Robinhood’s Customer Experience team plays a critical role in Democratizing Finance for All. Our customer experience team supports customers across a wide range of account needs, delivering timely, accurate, and empathetic support across multiple channels
- As a Customer Experience Team Lead, you will help lead a team of customer support representatives responsible for delivering high-quality service and resolving customer issues efficiently
- You will coach and develop team members focusing on technical coaching and driving subject matter expertise. You’ll support the Customer Experience Manager to ensure operational excellence, and act as a point of contact for escalations and complex customer situations
- In this role, you will help drive performance through coaching, quality standards, and service-level accountability while partnering with operations, quality assurance, and compliance teams to continuously improve the customer experience
- The team operates seven days a week from 7:00 a.m. to 10:00 p.m. ET. Employees will work either five 8-hour shifts or four 10-hour shifts per week, depending on business needs. Specific schedules will be determined after hire
- Help develop a team of customer experience representatives delivering support directly to our customers
- Provide ongoing coaching and performance feedback to drive strong customer outcomes and team development
- Handle escalated customer concerns and resolve complex issues with urgency and professionalism
- Oversee daily operations including queue management, workforce coordination, and service-level adherence
- Monitor team performance metrics and partner with leadership to drive continuous improvement
- Collaborate with QA, operations leaders, and compliance teams to maintain quality standards and ensure regulatory alignment
- Lead by example by supporting the queues and our customers directly during times of surges
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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