Customer Experience Manager, Robinhood
Robinhood Concierge
$96.9-114k
+ bonus programs and equity ownership
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
$96.9-114k
+ bonus programs and equity ownership
More information about location
5 days a week in office
1001+ employees
Company mission
To democratize finance for all.
Role
Who you are
- FINRA Series 7, 63 and 24 or 9/10 Licenses
- Bachelor’s Degree from an accredited institution
- 4+ years experience in customer-facing operations, either at a respected mid-stage startup or a retail broker-dealer
- 4+ years experience managing customer-facing teams, preferably with a sales and/or advisory work
- Strong management toolkit with a reputation for leaving thriving employees in your wake
- Principled integrity and strong dedication to professionalism
- Experience in a high-paced proactive environment
- Strong understanding of customer profitability to help craft unique solutions
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 outstanding service to our customers -- many of whom are investing for the first time. At the heart of this effort is our team of dedicated licensed, advanced services representatives, who serve as the voice of our most valuable customers and help resolve issues quickly, efficiently and with empathy
- In your role as a Customer Experience Manager - Concierge Desk, you will lead a team of highly-knowledgeable registered representatives as they assist our top customer, power-user base as they continue to seek their individual financial goals. You may be required to work nights and weekends to support our customers
- Lead 12-15 licensed Concierge Desk team members to produce outstanding results and improve their own skills
- Develop agents to become proficient in value-added conversations and proactive up-selling via outreach
- Coach and mentor your team, assisting in their professional development and helping them achieve top asset growth metrics and high quality standards
- Provide service in a live-support, proactive outreach environment
- Cultivate a culture of professionalism, customer advocacy, personal development, and regulatory compliance on your team and beyond
- Serve as a trusted point of contact for our most teams assisting our most active traders. This role team assists the most sophisticated subject areas of our operations: Options trading, Margin, Equities trading, and Day Trade regulations, as well as general account servicing needs
- Interact frequently with our Middle-Office, Back-Office, Risk, and Compliance teams
- Work with your team to recognize patterns of customer inquiries so that the underlying issue can be documented and eliminated by our engineering teams
- Leverage problem solving skills to assist the team in identifying and creating unique solutions for customers
- Handle customer issues and escalation from your team
- Leverage good business acumen and judgment to assist in negotiations and earning business
- 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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