Customer Experience Team Lead (Fintech)

Location: Westlake, Texas, United States; in-person attendance is expected at least 3 days a week. The team operates seven days a week from 7:00 a.m. to 10:00 p.m. ET, with employees working either five 8-hour shifts or four 10-hour shifts.

Base pay: $34–$40 USD per hour in Zone 2, which includes Westlake, TX. The role is also eligible for bonuses and benefits.

Company

Robinhood is a fintech company focused on democratizing finance and expanding access to financial services.

What you will do

• Lead and develop a team of customer experience representatives providing direct customer support.
• Deliver ongoing coaching and performance feedback to improve customer outcomes and team development.
• Handle escalated concerns and resolve complex customer issues with urgency and professionalism.
• Oversee queue management, workforce coordination, daily operations, and service-level adherence.
• Monitor performance metrics and partner with leadership on continuous improvement.
• Collaborate with QA, operations, and compliance teams to maintain quality standards and regulatory alignment.

Requirements

• Active FINRA Series 7 and Series 63 licenses required.
• Strong coaching and leadership skills with a focus on developing frontline talent.
• Excellent written and verbal communication skills.
• Experience working in fast-paced, high-volume environments while managing competing priorities.
• Strong analytical and problem-solving skills with attention to detail.
• Flexibility to work schedules based on business needs.

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 fully paid for employees and 90% covered for dependents.
• Flexible lifestyle wallet for wellness, learning, and other eligible expenses.
• Employer-paid life and disability insurance, fertility benefits, and mental health support.
• Paid holidays, paid time off, sick time, and parental leave.
• Office amenities including catered meals, events, and comfortable workspaces.