Customer Experience Team Lead, Money

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, you will help lead a team of customer support representatives responsible for delivering high-quality service and resolving customer issues efficiently. You will coach and develop team members focusing on technical coaching and driving subject matter expertise. You’ll support the Customer Experience Manager to ensure operational excellence, and act as a point of contact for escalations and complex customer situations. In this role, you will help drive performance through coaching, quality standards, and service-level accountability while partnering with operations, quality assurance, and compliance teams to continuously improve the customer experience. The Money (Credit and Banking) team supports our customers as they utilize Robinhood’s growing suite of banking and credit features. As the Money Team Lead, you will lead a newly growing desk focused on banking, credit, and money movement. You will play a crucial role in building the foundation of this team, navigating changes as this business area scales rapidly. Schedule & Work Environment This role is based in our Westlake, TX office, with in-person attendance expected at least 3 days a week. The team operates on a 7:00am - 9:00pm EST. 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 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 What you bring 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 What we offer Challenging, high-impact work to grow your career Performance driven compensation with multipliers for outsized impact,