Customer Experience Team Lead, RHM Executive Office

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 within the Executive Office, you will serve as a technical leader and subject matter expert, helping our team deliver accurate, timely, and thoughtful resolutions to complex customer concerns. You will provide hands-on coaching, strengthen investigative and problem-solving capabilities, and support consistent execution of our quality and regulatory standards.

You’ll partner closely with the Customer Experience Manager to drive operational excellence, manage case priorities, and identify opportunities to improve processes and customer outcomes. This role requires strong judgment, attention to detail, and the ability to navigate sensitive situations while fostering a culture of accountability, collaboration, and continuous improvement.

Schedule & Work Environment
This role is based in our Westlake, TX office or Denver, CO, with in-person attendance expected at least 3 days a week.

The team operates on a 7:00am - 10:00pm EST schedule. 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

• 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 that strengthens quality, judgment, and resolution effectiveness.
• Support daily operations by monitoring case queues, prioritizing time-sensitive matters, and ensuring cases are assigned, progressed, and resolved within established service-level and regulatory timelines.
• Provide guidance on sensitive or high-risk customer situations, partnering with Compliance, Legal, and other internal teams to support appropriate resolution.
• Monitor case quality, productivity, and operational trends, identifying opportunities to improve team performance, processes, and the customer experience.
• Partner with the Customer Experience Manager to reinforce operational standards, drive accountability, and support continuous improvement initiatives.
• Lead by example by directly managing complex customer cases and supporting the team during periods of increased volume or operational need.

What you bring

• 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.

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.