Customer Experience Team Lead (Fintech)

Location: Westlake, TX office; in-person attendance required 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, based on business needs.

Base pay: $34–$46.80 USD per hour for the Westlake, TX compensation zone. The role is also eligible for bonuses and benefits.

Company

Robinhood is a fintech company focused on democratizing finance and supporting customers across a wide range of account needs.

What you will do

• Develop and support a team of customer experience representatives.
• Provide ongoing coaching and performance feedback to improve customer outcomes and team development.
• 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, leadership, and compliance teams to maintain standards and regulatory alignment.

Requirements

• Active FINRA Series 7 and Series 63 licenses required; ability to obtain Series 9/10 within 120 days is accepted.
• 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.
• Flexible availability for a 24/7 schedule and required in-person office attendance.

Nice to have

• FINRA Series 9/10 or Series 24.

Culture & Benefits

• Performance-driven compensation with bonus programs, equity ownership, and 401(k) matching.
• Company-paid employee health insurance with dependent coverage.
• Flexible lifestyle wallet for wellness, learning, and other eligible expenses.
• Life and disability insurance, fertility benefits, and mental health benefits.
• Paid holidays, paid time off, sick time, and parental leave.
• Catered meals, events, and comfortable office workspaces.