Lead a team of customer support representatives to deliver high-quality service in the Money team at Robinhood.
Posted by employer 4 hours ago
First seen on Joblaze 54 minutes ago
Last verified on the company career page 54 minutes ago
What you'll build
- Develop a team of customer experience representatives
- Provide ongoing coaching and performance feedback
- Handle escalated customer concerns
- Oversee daily operations
- Monitor team performance metrics
Must have
- Strong coaching and leadership skills
- Excellent written and verbal communication skills
- Proven ability to operate in a fast-paced environment
Nice to have
- Strong analytical and problem-solving skills
- Flexibility in scheduling
Practical constraints
- In-person attendance expected at least 3 days a week
- Employees will work either five 8-hour shifts or four 10-hour shifts per week
AI in the day-to-day
Robinhood uses artificial intelligence (AI) tools to support parts of our recruiting process.
Not disclosed in this posting: years of experience, visa sponsorship.
Benefits
Joblaze summary
The Customer Experience Team Lead for the Money team at Robinhood is responsible for guiding a group of customer support representatives in delivering effective service and resolving complex issues. This role requires strong leadership and coaching skills, along with a solid understanding of banking and credit operations. It is well-suited for someone with experience in fast-paced environments who can manage competing priorities while fostering team development. The position plays a key role in establishing a new desk focused on banking and credit as the company scales its offerings.
Joblaze insights
- Listed today — first seen on Joblaze November 13, 2026. Last confirmed on Robinhood's careers page November 13, 2026.
Quick facts
- Is the Customer Experience Team Lead, Money role remote?
- It's hybrid — Robinhood expects some on-site time in Westlake, TX, United States.
- What's the salary range?
- Robinhood lists $34–$40 for this role.
- Where is the role based?
- Robinhood is hiring for this position in Westlake, TX, United States.
- What seniority level is this role?
- Robinhood targets lead candidates for this position.
- Is this full-time or contract?
- Full-time for this Customer Experience Team Lead, Money role at Robinhood.
From the original posting
Join us in building the future of finance.
About the team + role
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 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 Money (Credit and Banking) team supports our customers as they utilize Robinhood’s growing suite of banking and credit features. As the Money Team Lead, you will lead a newly growing desk focused on banking, credit, and money movement. You will play a crucial role in building the foundation of this team, navigating changes as this business area scales rapidly.
Schedule & Work Environment
This role is based in our Westlake, TX office, with in-person attendance expected at least 3 days a week.
The team operates on a 7:00am - 9:00pm EST. 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.
What you’ll do
- 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
What you bring
- 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 we offer
- Challenging, high-impact work to grow your career
- 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.
In addition to the base pay range listed below, this role is also eligible for bonus opportunities + benefits.
Base Pay Range:
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Standard company text repeated across Robinhood's postings is omitted here.