About the 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 dedicated Licensed Customer Experience Representatives (CXRs), who serve as the voice of our customers and help resolve issues quickly, efficiently and with emotional intelligence. In your role as a Customer Experience Manager, you will lead a team of CXRs as they assist our ever-growing customer base. You will be required to work nights and weekends to support our customers. The shift assignment for this opportunity is: Sunday-Wednesday Mid Shift 10 AM to 9PM ET.

Your day-to-day will involve:

• Placement in an overnight, early, or mid-shift leadership position
• Leading a team of 10-15 Licensed CX team members to produce outstanding results and improve their own skills
• Coaching and mentoring your team, being responsible for 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 (as needed) 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 the overnight team
• Participating and leading on-call coverage functions overnight and during the weekend days
• Ability to work alternate shifts such as overnight and/or weekend day shifts

About you:

• 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 leading 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
• Self-starter, self-reliant individual, able successfully lead the team with limited support

Bonus points:

• Great coach / mentor
• Strong sense of ownership and responsibility
• Data-driven mindset
• Strong critical thinking and analytical skills (e.g. pattern recognition)
• The ability to concisely and accurately communicate sophisticated topics
• Strong knowledge of options, margins and trading topics