Robinhood

Support Engineering Manager, West Coast, IT Support, Help Desk

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What Robinhood is looking for in applicants

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

Robinhood was founded on a simple idea: that our financial markets should be accessible to all. With customers at the heart of our decisions, Robinhood is 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.

Just as we focus on our customers, we also strive to create an inclusive environment where our employees can thrive and do impactful work. We are proud of the competitive products and company culture we continue to build and have been recognized as:

  • Glassdoor Best Places to Work 2020
  • TIME100 Most Influential Companies 2021
  • Fortune Best Workplaces in Financial Services & Insurance™ 2021 and Fortune Best Workplaces for Millennials™ 2021

We’re growing and looking for...

We continue to hire Robinhoodies at a rapid pace to drive this journey, and with that growth comes necessary change. We’re seeking culture builders and curious thinkers looking to co-author the next chapters of our story. We’re in build mode, majorly expanding our team while also growing up as a company. Joining now means helping shape our structures and systems, then taking part as we launch into our ambitious future.

Check out life at Robinhood on The Muse!

About the team:

We’re looking for a Support Engineering Manager to join the Corporate Engineering team and assist with the day to day functions of supporting all things Robinhood. You will cross-functionally across the organization including Security, HR, Compliance, and Recruiting to name a few. You will manage a team of top notch Support Engineers that work tirelessly to fix issues but proactively ensure a positive customer service experience. An ideal candidate will be an excellent communicator and have the ability to think on their feet when there are multiple initiatives in flight. This is a great opportunity for someone to step into a scaling organization and assist in transforming the support experience. This role will report to the Corporate Engineering team.

What you’ll do day-to-day:

  • Drive Robinhoodie satisfaction through the resolution of issues.
  • Balance priorities that best fit Robinhood’s company goals and growth.
  • Mentor and coach Support Engineering resources to not only fight the day-to-day fires but also develop themselves for the next stage of their career.
  • Continuously innovate in the realm of service delivery via tools and process to ensure an enriching support experience.
  • Evaluate support metrics to ensure support delivery is within acceptable guidelines.
  • Process and resolve individual and team escalations.
  • Development/execution of IT policies, procedures, and internal controls for end users
  • Help to shape a world class employee and business partner experience

About you:

  • Passion for supporting organizations so they can do their best work.
  • Proven track record of increasing responsibility and direct reports over time.
  • Technical capability to understand the impact of issues on the customer experience and assist with escalations when necessary.
  • Strategic mindset that informs the tactical actions.
  • Ability to mentor and coach direct reports from a variety of backgrounds.
  • Strong communication skills and attention to detail.
  • Calm demeanor in critical situations.
  • Excellent customer service skills.
  • ITIL/ITSM certification or experience
  • Asset Management understanding
  • Compliance understanding in highly regulated environment
  • Implementation in emerging technologies

Bonus points:

  • Experience centralizing metrics from multiple systems for organizational visibility. (I.e. Key metrics/KPI)
  • Experience with revamping the customer experience as an organization changes.

 

We’re looking for more growth-minded and collaborative people to be a part of our journey in democratizing finance for all. If you’re ready to give 100% in helping us achieve our mission—we’d love to have you apply even if you feel unsure about whether you meet every single requirement in this posting. At Robinhood, we're looking for people invigorated by our mission, values, and drive to change the world, not just those who simply check off all the boxes.

Robinhood promotes diversity and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone. Additionally, Robinhood provides reasonable accommodations for candidates on request and respects applicants' privacy rights. To review Robinhood's Privacy Policy please visit rbnhd.co/applicant-privacy.

Robinhood's benefits include generous time off, 401(k) participation with employer match, comprehensive health coverage, a health savings account (HSA), wellness benefits, backup childcare and education stipends (all benefits are subject to applicable taxes and based on eligibility).

Want some tips on how to get an interview at Robinhood?

What is Robinhood looking for?
If this role looks interesting to you, a great first step is to understand what excites you about the team, product or mission. Take your time thinking about this and then tell the team! Get in touch and communicate that passion.
What are interviews for Support Engineering Manager like?
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How to land an interview at Support Engineering Manager?
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