CX-Registered Customer Experience Manager

Join a leading fintech company that’s democratizing finance for all.

Robinhood Markets was founded on a simple idea: that our financial markets should be accessible to all. With customers at the heart of our decisions, Robinhood and its subsidiaries and affiliates are lowering barriers and providing greater access to financial information. Together, we are building products and services that help create a financial system everyone can participate in.

With growth as the top priority...

The business is seeking curious, growth-minded thinkers to help shape our vision, structures and systems; playing a key-role as we launch into our ambitious future. If you’re invigorated by our mission, values, and drive to change the world — we’d love to have you apply.

About the team + role

Robinhood's Customer Experience team is committed to providing outstanding service to our customers -- many of whom are investing for the first time. At the heart of this effort is our team of Licensed Customer Experience Representatives (CXRs), who serve as the voice of our customers and help resolve issues quickly, efficiently and with empathy. In your role as a Customer Experience Manager, you will lead a team of CXRs as they assist our ever-growing customer base. You may be required to work nights and weekends to support our customers.

Shifts:

• 5x8 Tu-Sa 3pm-12am ET
• 5x8 S-Th 3pm-12am ET

The role is located in the office location(s) listed on this job description which will align with our in-office working environment. Please connect with your recruiter for more information regarding our in-office philosophy and expectations.

What you’ll do

• Managing a team of 10-15 Licensed CX team members to produce outstanding results and improve their own skills
• Coaching and mentoring your team, overseeing their professional development and helping them achieve top metrics and high quality standards
• Providing service in a live-support environment
• Fostering a culture of professionalism, customer advocacy, personal development, and regulatory compliance on your team and beyond
• Serving as a subject matter expert for our most escalated teams, covering the most complex subject areas of our operations: Options trading, Margin, Equities trading, and Day Trade regulations
• Interacting frequently with our Middle-Office, Back-Office, Risk, and Compliance teams to discuss complex topics that your team will be assisting customers with
• Working with your team to recognize patterns of customer inquiries so that the underlying issue can be documented and eliminated by our engineering teams
• Handling customer escalations from your team

What you bring

• FINRA Series 7, 63 and 24 or 9/10 Licenses
• Bachelor's Degree from an accredited institution
• 4+ years experience in customer-facing operations, either at a respected mid-stage startup or a retail broker-dealer
• 4+ years experience managing customer-facing teams
• Strong management toolkit with a reputation for leaving thriving employees in your wake
• Uncompromising integrity and strong dedication to professionalism
• Ability to think critically and apply logical problem-solving skills to isolate and resolve issues
• Strong written and verbal communication skills
• Attention to detail and strong analytical skills
• Interest in and familiarity with financial services and the stock market
• Great coach / mentor
• Professional / integrous
• Strong sense of ownership and responsibility
• Data-driven
• Strong critical thinking and analytical skills (e.g. pattern recognition)
• The ability to concisely and accurately communicate complex topic

What we offer

 

 

 

• Market competitive and pay equity-focused compensation structure
• 100% paid health insurance for employees with 90% coverage for dependents
• Annual lifestyle wallet for personal wellness, learning and development, and more!
• Lifetime maximum benefit for family forming and fertility benefits
• Dedicated mental health support for employees and eligible dependents
• Generous time away including company holidays, paid time off, sick time, parental leave, and more!
• Lively office environment with catered meals, fully stocked kitchens, and geo-specific commuter benefits

Click here to learn more about available Benefits, which vary by region and Robinhood entity.

We’re looking for more growth-minded and collaborative people to be a part of our journey in democratizing finance for all. If yo