Lead a team of customer support representatives to deliver high-quality service and resolve customer issues efficiently.
Posted by employer 3 days ago
First seen on Joblaze 2 days ago
Last verified on the company career page 1 day 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 including queue management
- Monitor team performance metrics
Must have
- Active FINRA Series 7 and Series 63
- Strong coaching and leadership skills
- Excellent written and verbal communication skills
Nice to have
- Series 9/10 or 24 preferred
- Flexibility in scheduling
Practical constraints
- Expected to work overnight shifts
- Work either five 8-hour shifts or four 10-hour shifts per week
Not disclosed in this posting: years of experience, visa sponsorship.
Benefits
Joblaze summary
The Overnight Customer Experience Team Lead at Robinhood is responsible for guiding a team of customer support representatives to deliver effective and empathetic service to clients. This role requires strong leadership and coaching skills, along with a solid understanding of financial regulations, as the lead will handle escalated issues and ensure operational excellence. Ideal candidates will have experience in fast-paced environments and a background in customer service or finance. The position is part of a high-performing team focused on continuous improvement in customer interactions.
Joblaze insights
- Listed 2 days ago — first seen on Joblaze September 17, 2026. Last confirmed on Robinhood's careers page September 18, 2026.
Quick facts
- Is the Overnight Customer Experience Team Lead role remote?
- It's hybrid — Robinhood expects some on-site time in Denver, CO.
- What's the salary range?
- Robinhood lists $34–$40 for this role.
- Where is the role based?
- Robinhood is hiring for this position in Denver, CO.
- What seniority level is this role?
- Robinhood targets lead candidates for this position.
- Is this full-time or contract?
- Full-time for this Overnight Customer Experience Team Lead 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.
Schedule & Work Environment
Must reside in or near Denver, CO and be available to attend in-person training onsite. Following training, remote shifts expected with overnight-shift hours at least 5 days a week.
The team operates on a 24/7 schedule and you will be expected to work overnight shifts. 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
- 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 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 for the successful applicant will depend on a variety of job-related factors, which may include education, training, experience, location, business needs, or market demands. The expected base pay range for this role is based on the location where the work will be performed and is aligned to one of 3 compensation zones. For other locations not listed, compensation can be discussed with your recruiter during the interview process.
Base Pay Range:
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Standard company text repeated across Robinhood's postings is omitted here.