Overnight Customer Experience Team Lead

As an Overnight Customer Experience Team Lead at Robinhood, you will lead a team of customer support representatives delivering high-quality service across multiple channels. You'll coach and develop team members, handle escalated customer concerns, and support operational excellence while partnering with operations, quality assurance, and compliance teams to continuously improve the customer experience.

What you'll do

• Develop a team of customer experience representatives delivering support directly to customers
• Provide ongoing coaching and performance feedback to drive strong customer outcomes and team development
• 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 leaders, and compliance teams to maintain quality standards and ensure regulatory alignment
• Support the queues and customers directly during times of surges

What you bring

• Active FINRA Series 7 and Series 63 certification (Series 9/10 or 24 preferred, or ability to obtain 9/10 within 120 days)
• 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

What we offer

• Base pay of $34-$40 USD per hour (Zone 2: Denver, CO; Westlake, TX; Chicago, IL), with variation by location and compensation zone
• Performance-driven compensation with bonus opportunities and equity ownership
• 401(k) matching
• 100% paid health insurance for employees with 90% coverage for dependents
• Lifestyle wallet for flexible spending on wellness and learning
• Employer-paid life and disability insurance, fertility benefits, and mental health benefits
• Company holidays, paid time off, sick time, and parental leave
• Catered meals and events at office locations

About Robinhood

Robinhood's mission is to democratize finance for all. The Customer Experience team plays a critical role in supporting customers across a wide range of account needs, delivering timely, accurate, and empathetic support. This role is based in Denver, CO with overnight shifts on a 24/7 schedule, working either five 8-hour shifts or four 10-hour shifts per week depending on business needs.