Customer Experience Team Lead

Role Overview

Join us in building the future of finance. Our mission is to democratize finance for all. As a Customer Experience Team Lead, you will serve as a technical leader and subject matter expert, helping our team deliver accurate, timely, and thoughtful resolutions to complex customer concerns.

What You Will Do

Serve as a technical subject matter expert, providing guidance and coaching on complex customer complaints, investigations, and escalations. Develop team capabilities through hands-on coaching, case reviews, knowledge sharing, and actionable feedback.

Why It Might Be a Fit

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.

Requirements

• Active FINRA Series 7, Series 63, Series 9/10 OR Series 24 preferred. Ability to obtain Series 3 within 120 days
• Experience handling complex customer concerns, escalations, or complaints within a financial services or regulated environment
• Strong technical coaching and leadership skills, with the ability to develop others through feedback, guidance, and knowledge sharing
• Excellent written and verbal communication skills, including the ability to communicate clearly and professionally in sensitive or high-stakes situations
• Strong investigative, analytical, and problem-solving skills with exceptional attention to detail
• Sound judgment and the ability to balance customer outcomes, regulatory requirements, and business priorities
• Proven ability to manage competing priorities, meet critical deadlines, and maintain accuracy in a fast-paced environment
• Ability to collaborate effectively across teams and influence outcomes without direct authority
• Flexibility in scheduling to support business needs

Benefits

• Performance driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching
• Top Tier benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents
• Access to the Robinhood Employee Fund that gives eligible US employees the opportunity to invest in a private employee fund that provides exposure to Robinhood Ventures funds.
• Access to the best AI tools on the market and continuous AI skill-building for every employee, technical or not.
• Lifestyle wallet – a highly flexible benefits spending account for wellness, learning, and more
• Employer-paid life & disability insurance, fertility benefits, and mental health benefits
• Time off to recharge including company holidays, paid time off, sick time, parental leave, and more!
• Exceptional office experience with catered meals, events, and comfortable workspaces