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Customer Experience Team Lead

Robinhood· Customer Care
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Hybrid (Westlake, TX)$33k - $40kfull-timePosted 4w ago

About the role

Robinhood is hiring a Customer Experience Team Lead to coach and develop a team of customer support representatives, handle escalations, and partner with operations, QA, and compliance to continuously improve the customer experience. The role requires in-office presence in Westlake, TX with 3 days/week onsite, operates on a 24/7 schedule, and involves coaching, performance management, and hands-on support during surges.

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

Qualifications

  • 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

Skills

Required:Coaching and leadershipCommunicationOperations management
Nice to have:Data analysis

Benefits

  • 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 including 100% paid health insurance for employees and 90% coverage for dependents
  • Access to the Robinhood Employee Fund for private investments
  • Access to AI tools and ongoing AI skill-building
  • Lifestyle wallet for wellness, learning, and more
  • Employer-paid life & disability insurance, fertility benefits, and mental health benefits
  • Paid time off including company holidays, paid time off, sick time, parental leave, and more
  • Exceptional office experience with catered meals and events
Last updated Oct 14, 2026. Interested? Apply on the company site.

About Robinhood

24/5 Commission-Free Stock Trading & Investing

Trade stocks on Robinhood with commission-free investing & advanced trading tools. Access fractional shares, real-time market data, and more. Terms and fees may apply.

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