Robinhood Customer Experience Team Lead at Robinhood’s Executive Office providing technical leadership and coaching on complex customer complaints and escalations. Supports operational excellence and quality standards.
Responsibilities
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.
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.
