Customer Experience Team Lead, RHM Executive Office

Join us in building the future of finance.

Our mission is to democratize finance for all. An estimated $124 trillion of assets will be inherited by younger generations in the next two decades. The largest transfer of wealth in human history. If you’re ready to be at the epicenter of this historic cultural and financial shift, keep reading.

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 within the Executive Office, you will serve as a technical leader and subject matter expert, helping our team deliver accurate, timely, and thoughtful resolutions to complex customer concerns. You will provide hands-on coaching, strengthen investigative and problem-solving capabilities, and support consistent execution of our quality and regulatory standards. 

You’ll partner closely with the Customer Experience Manager to drive operational excellence, manage case priorities, and identify opportunities to improve processes and customer outcomes. This role requires strong judgment, attention to detail, and the ability to navigate sensitive situations while fostering a culture of accountability, collaboration, and continuous improvement.

Schedule & Work Environment This role is based in our Westlake, TX office or Denver, CO, with in-person attendance expected at least 3 days a week.

The team operates on a 7:00am - 10:00pm EST schedule. 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.

What you’ll do

• 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.

What you bring

• 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