Customer Experience Manager (Fintech)

Location: Denver, CO or Westlake, TX office; in-person attendance expected at least 5 days per week. Preferred schedules are Monday–Friday 12pm–9pm EST or Monday–Friday 9pm–6am EST; nights and weekends may be required.

Salary: $96,900–$114,000 USD base pay for Zone 2 locations, including Denver and Westlake. The role is also eligible for bonuses and benefits.

Company

Robinhood is a financial-services company building products intended to democratize finance and expand access to investing.

What you will do

• Lead 12–15 licensed Concierge Desk representatives and drive strong service and performance results.
• Coach and mentor representatives on customer advocacy, value-added conversations, proactive outreach, and professional development.
• Support customers with options trading, margin, equities trading, day-trading regulations, and general account servicing.
• Handle customer issues and escalations while identifying unique solutions and supporting business negotiations.
• Partner with Middle-Office, Back-Office, Risk, Compliance, and engineering teams to resolve operational and customer-impacting issues.
• Build a culture of professionalism, regulatory compliance, inclusion, personal development, and high performance.

Requirements

• FINRA Series 7, 63, and 24 or 9/10 licenses.
• Bachelor’s degree from an accredited institution.
• 4+ years of experience in customer-facing operations at a startup or retail broker-dealer.
• 4+ years of experience managing customer-facing teams, preferably in sales or advisory environments.
• Strong people-management, coaching, business judgment, integrity, and customer-profitability skills.
• Experience working in a fast-paced, proactive environment.

Culture & Benefits

• High-impact work in a fast-moving environment focused on innovation and measurable results.
• Performance-driven compensation with bonus programs, equity ownership, and 401(k) matching.
• Company-paid health insurance for employees, dependent coverage, life and disability insurance, fertility benefits, and mental health benefits.
• Paid time off, company holidays, sick time, and parental leave.
• Lifestyle wallet for wellness, learning, and other eligible expenses.
• Catered meals, office events, and supported in-person workspaces.