Customer Experience Manager, Robinhood Concierge

As a Customer Experience Manager for Robinhood Concierge, you lead a team of 12-15 licensed representatives who serve our most valuable customers and power users. You work at the heart of our mission to democratize finance, helping sophisticated traders navigate options, margin, equities trading, and day trade regulations while driving asset growth and maintaining high service standards.

What you'll do

• Lead 12-15 licensed Concierge Desk team members to deliver outstanding results and help them improve their skills
• Develop agents to become proficient in value-added conversations and proactive outreach and upselling
• Coach and mentor your team on professional development, helping them achieve top asset growth metrics and high quality standards
• Provide service in a live-support and proactive outreach environment
• Cultivate a culture of professionalism, customer advocacy, personal development, and regulatory compliance across your team
• Serve as a trusted point of contact for our most active traders, supporting the most sophisticated areas of our operations: options trading, margin, equities trading, day trade regulations, and general account servicing
• Interact frequently with our Middle-Office, Back-Office, Risk, and Compliance teams
• Work with your team to recognise patterns in customer inquiries so engineering teams can eliminate underlying issues
• Apply problem-solving skills to identify and create unique solutions for customers
• Handle customer issues and escalations from your team
• Use business acumen and judgment to assist in negotiations and earning business

What you bring

• FINRA Series 7, 63 and 24 or 9/10 licenses
• A bachelor's degree from an accredited institution
• 4+ years of experience in customer-facing operations at a respected mid-stage startup or retail broker-dealer
• 4+ years of experience managing customer-facing teams, preferably with sales and/or advisory work
• A strong management toolkit with a proven track record of developing thriving employees
• Principled integrity and strong dedication to professionalism
• Experience working in a high-paced proactive environment
• A strong understanding of customer profitability to help craft unique solutions

What we offer

• Base pay of $96,900-$114,000 USD (Denver, CO or Westlake, TX locations; other zones available)
• Performance-driven compensation with multipliers for outsized impact, bonus programs, and equity ownership
• 401(k) matching
• 100% paid health insurance for employees, 90% coverage for dependents
• Lifestyle wallet, a highly flexible benefits spending account for wellness and learning
• Employer-paid life and 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

Location and schedule: This role is based in Denver, CO or Westlake, TX with in-person attendance expected at least 5 days per week. Preferred working hours are Monday-Friday 12pm-9pm EST or Monday-Friday 9pm-6am EST. You may be required to work nights and weekends to support customers.

About Robinhood

Robinhood is building frontier technologies to solve the world's biggest financial problems, with a mission to democratise finance for all. The company serves millions of customers investing for the first time and is positioned at the centre of a historic wealth transfer, with an estimated $124 trillion in assets set to transfer to younger generations over the next two decades.