Customer Experience Team Lead (Money)

Quick Facts

• Role: Customer Experience Team Lead (Money)

• Focus: Support for banking, credit, and money movement across multiple channels

• Location/Schedule: Westlake, TX office; in-person at least 3 days/week; operating hours 7:00am–9:00pm EST

Description

You will lead a team of customer experience representatives supporting customers using Robinhood’s banking, credit, and money movement features. You’ll coach team members, handle escalations and complex issues, and maintain service-level accountability. You will partner with operations, QA, and compliance teams to continuously improve the customer experience as the Money desk scales.

Responsibilities

• Develop customer experience representatives delivering support directly to customers

• Provide ongoing coaching and performance feedback

• 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 performance metrics and partner with leadership to drive continuous improvement

• Collaborate with QA, operations, and compliance teams to maintain quality standards and ensure regulatory alignment

• Support queues and customers directly during surges

Requirements

• Strong coaching and leadership skills with a passion for developing frontline talent

• Excellent written and verbal communication skills

• Proven ability to operate in a fast-paced, high-volume environment while managing competing priorities

• Strong analytical and problem-solving skills with attention to detail

• Flexibility in scheduling to support business needs

• Ability to work in person at least 3 days per week

Benefits

• Performance-driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching

• Top-tier benefits including 100% paid health insurance for employees and 90% coverage for dependents

• Access to best-in-class AI tools and continuous AI skill-building for every employee

• Lifestyle wallet (flexible benefits spending account for wellness, learning, and more)

• Employer-paid life & disability insurance, fertility benefits, and mental health benefits

• Time off including company holidays, paid time off, sick time, and parental leave

• Exceptional office experience with catered meals, events, and comfortable workspaces