Customer Experience Team Lead (Executive Office)

Quick Facts

• Role: Customer Experience Team Lead (technical subject matter expert)
• Team: Customer Experience
• Location/Schedule: Westlake, TX or Denver, CO; in-person attendance at least 3 days/week; coverage 7:00am–10:00pm EST with rotating 8-hour or 10-hour shifts

Description

You will lead and coach the Customer Experience team to deliver accurate, timely, and empathetic resolutions for complex customer concerns. The role provides hands-on technical guidance for investigations and escalations, strengthens quality and regulatory standards, and drives operational excellence through case queue management and process improvements.

Responsibilities

• Serve as a technical subject matter expert for complex complaints, investigations, and escalations
• Develop team capability through coaching, case reviews, knowledge sharing, and actionable feedback
• Monitor case queues, prioritize time-sensitive matters, and ensure cases are resolved within established service-level and regulatory timelines
• Provide guidance on sensitive or high-risk customer situations in partnership with Compliance, Legal, and other internal teams
• Monitor case quality, productivity, and operational trends to identify improvement opportunities
• Partner with the Customer Experience Manager to reinforce operational standards, accountability, and continuous improvement
• Manage complex customer cases directly and support the team during high-volume operational needs

Requirements

• Active FINRA Series 7 and Series 63
• Series 9/10 or Series 24 (preferred)
• Ability to obtain Series 3 within 120 days
• Experience handling complex customer concerns, escalations, or complaints in a financial services or regulated environment
• Strong investigative, analytical, and problem-solving skills with exceptional attention to detail
• Sound judgment balancing customer outcomes, regulatory requirements, and business priorities
• Proven ability to manage competing priorities and meet critical deadlines with accuracy
• Excellent written and verbal communication for sensitive or high-stakes situations
• Ability to collaborate effectively across teams and influence outcomes without direct authority
• Flexibility in scheduling to support business needs

Benefits

• Performance-driven compensation with multipliers, bonus programs, equity ownership, and 401(k) matching
• Top-tier benefits including 100% paid health insurance for employees (90% coverage for dependents)
• Access to an employee investment fund (eligible US employees)
• Access to advanced AI tools and continuous AI skill-building
• Lifestyle wallet (flexible benefits spending for wellness, learning, and more)
• Employer-paid life & disability insurance, fertility benefits, and mental health benefits
• Time off to recharge: company holidays, paid time off, sick time, parental leave, and more
• Exceptional office experience (catered meals, events, comfortable workspaces)