Customer Experience Lead, Money

TL;DR

Customer Experience Lead, Money: Own complex banking and credit customer escalations and drive a high-touch service experience for Robinhood’s Money/Credit products with an accent on subject-matter expertise, coaching, and scenario-based interpersonal skills development. Focus on improving customer experience metrics (ASAT and QA) while ensuring team readiness and workflow effectiveness.

Location: Westlake, TX (in-person attendance expected at least 5 days per week)

Salary: $34–$40 USD (base pay range for Zone 2 including Westlake, TX)

Company

Robinhood builds consumer-focused financial products with a mission to democratize finance.

What you will do

• Handle complex banking and credit escalations, resolving sensitive customer issues with empathy and precision.
• Serve as the primary escalation point and subject matter expert for the Money/Credit team.
• Drive team readiness and support managers with day-to-day workflow management.
• Mentor and coach agents on the desk, focusing on interpersonal communication, coaching, and change resiliency.
• Participate in scenario-based coaching and interpersonal skills development for the team.
• Support initiatives to improve customer experience metrics such as ASAT and QA.

Requirements

• Deep subject matter expertise in banking and credit products.
• Strong communication, coaching, and change resiliency skills.
• Prior experience in an advanced service or lead capacity, guiding peers.
• Ability to quickly defuse customer anxiety through exceptional customer service.
• Strong critical thinking and logical problem-solving to isolate and resolve escalated issues.
• Proactive mindset to improve productivity and quality for the customer experience team.

Culture & Benefits

• Performance-driven compensation with multipliers, bonus opportunities, and equity ownership.
• 401(k) matching and 100% paid health insurance for employees (90% coverage for dependents).
• Flexible “Lifestyle wallet” benefits spending account for wellness and learning.
• Employer-paid life & disability insurance, fertility benefits, and mental health benefits.
• Paid time off, sick time, parental leave, and company holidays.
• In-person office experience with catered meals, events, and comfortable workspaces.

Hiring process

• Base pay range depends on job-related factors and the work location zone; compensation for other locations is discussed with the recruiter.
• Interviews include evaluation of customer experience leadership, escalation handling, and coaching capabilities.