Customer Experience Team Lead (Fintech)

TL;DR

Customer Experience Team Lead (Fintech): Leading a team of support representatives to deliver high-quality service and resolve complex customer issues with an accent on technical coaching and operational excellence. Focus on driving performance metrics, ensuring regulatory compliance, and maintaining service-level accountability in a fast-paced financial environment.

Location: Must be based in Denver, CO or Westlake, TX with 100% in-person attendance.

Salary: $34 - $40 USD per hour

Company

A mission-driven fintech company dedicated to democratizing finance for all through accessible investment and financial services.

What you will do

• Develop and coach a team of customer experience representatives to ensure high-quality support outcomes.
• 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, and compliance teams to maintain quality standards and regulatory alignment.
• Support queues directly during surge periods to lead by example.

Requirements

• Active FINRA Series 7 and Series 63 licenses required.
• Must be based in Denver, CO or Westlake, TX for 100% in-person work.
• Strong coaching and leadership skills with a passion for developing frontline talent.
• Proven ability to operate in a fast-paced, high-volume environment.
• Flexibility in scheduling to support a seven-day-a-week operation.
• Excellent written and verbal communication skills.

Nice to have

• Series 9/10 or 24 licenses (or ability to obtain 9/10 within 120 days).

Culture & Benefits

• Performance-driven compensation including bonus programs and equity ownership.
• 100% paid health insurance for employees with 90% coverage for dependents.
• Lifestyle wallet for wellness and learning expenses.
• Employer-paid life and disability insurance, fertility benefits, and mental health support.
• Generous time off including company holidays, PTO, and parental leave.
• Exceptional office experience with catered meals and collaborative workspaces.