Customer Experience Lead, Money

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.

What you’ll do

• Handle complex banking and credit escalations, resolving sensitive customer issues with empathy and precision.
• Drive team readiness and assist managers with day-to-day workflow management.
• Mentor and coach agents on the desk, focusing heavily on Interpersonal Communication, Coaching, and Change Resiliency.
• Serve as a deep subject matter expert on Robinhood’s credit and banking products.
• Actively participate in scenario-based coaching and interpersonal skills development for the team.
• Support key initiatives aimed at improving customer experience metrics such as ASAT and QA.

What you bring

• Deep subject matter expertise in banking and credit products.
• Strong communication, coaching, and change resiliency skills.
• Prior experience in an advanced service or lead capacity, demonstrating the ability to guide peers.
• Ability to quickly defuse customer anxiety through exceptional customer service skills.
• Strong critical thinking and logical problem-solving skills to isolate and resolve escalated issues.
• A proactive mindset to creatively discover ways to improve productivity and quality for the Customer Experience team.

What we offer

• Challenging, high-impact work to grow your career.
• Performance-driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching.
• 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.