Customer Experience Team Lead

Навыки

• Внимание к деталям
• Коммуникация
• Лидерство
• Ответственность за результат
• Решение задач
• Spark
• Управление командой

О компании и продукте

• Our mission is to democratize finance for all

Задачи

• 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
• Join us in building the future of finance
• 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
• This role is based in our Westlake, TX office, with in-person attendance expected at least 3 days a week
• The team operates seven days a week from 7:00 a.m. to 10:00 p.m
• 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
• At Robinhood, we believe in the power of in-person work to accelerate progress, spark innovation, and strengthen community
• Our office experience is intentional, energizing, and designed to fully support high-performing teams

Требования

• 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

Условия

• Challenging, high-impact work to grow your career
• Best-in-class benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents
• 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
• Zone 1 (Menlo Park, CA
• New York, NY
• Bellevue, WA
• Washington, DC)
• 34 — $40 USD
• Zone 2 (Denver, CO
• Westlake, TX
• Chicago, IL)
• Zone 3 (Lake Mary, FL
• Clearwater, FL
• Gainesville, FL)
• 33.15 — $39 USD
• If our mission energizes you and you’re ready to build the future of finance, we look forward to seeing your application
• An estimated $124 trillion of assets will be inherited by younger generations in the next two decades

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