Customer Experience Team Lead (Fintech)

Location: Westlake, TX, United States; in-person attendance is expected at least 3 days per week. The team operates on a 24/7 schedule with either five 8-hour shifts or four 10-hour shifts, depending on business needs.

Base pay: $33.15–$40 USD per hour, depending on compensation zone and job-related factors. The role is also eligible for bonuses, equity, and benefits.

Company

Robinhood builds financial products and services focused on democratizing finance and expanding access to investing.

What you will do

• Lead and develop customer experience representatives delivering support across multiple channels.
• Provide ongoing coaching, technical guidance, and performance feedback.
• Handle escalated customer concerns and resolve complex issues.
• Oversee queue management, workforce coordination, and service-level adherence.
• Monitor performance metrics and drive continuous operational improvement.
• Partner with quality assurance, operations, and compliance teams to maintain standards and regulatory alignment.

Requirements

• Active FINRA Series 7 and Series 63 licenses required.
• Strong coaching and leadership skills with experience developing frontline talent.
• Excellent written and verbal communication skills.
• Ability to work in a fast-paced, high-volume environment while managing competing priorities.
• Strong analytical, problem-solving, and attention-to-detail skills.
• Flexibility to work schedules that support 24/7 business operations.

Nice to have

• FINRA Series 9/10 or Series 24.
• Ability to obtain Series 9/10 within 120 days.

Culture & Benefits

• Performance-driven compensation with bonus programs, equity ownership, and 401(k) matching.
• Health insurance, with 100% employee coverage and 90% dependent coverage.
• Flexible lifestyle wallet for wellness, learning, and other expenses.
• Employer-paid life and disability insurance, fertility benefits, and mental health support.
• Paid time off, company holidays, sick time, and parental leave.
• Office-based environment with catered meals, events, and comfortable workspaces.