Robinhood Customer Experience Team Lead at Robinhood leads a team delivering high-quality customer support for banking and credit features. The role focuses on coaching, performance management, and handling escalations.
Responsibilities
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
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
