Customer Experience Lead

About This Role

This Customer Experience Lead (CXL) role for the Money team is the primary escalation point, subject matter expert, and coach for the team. You will partner closely with the Money Manager to drive team readiness and ensure agents deliver an expert, high-touch service experience. The role is based in the Westlake, TX office, with in-person attendance expected at least 5 days per week.

Responsibilities

• Handle complex banking and credit escalations, resolving sensitive customer issues with empathy and precision
• Drive team readiness and assist managers with day-to-day workflow management
• Mentor and coach agents on the desk, focusing heavily on Interpersonal Communication, Coaching, and Change Resiliency
• Serve as a deep subject matter expert on Robinhood’s credit and banking products
• Actively participate in scenario-based coaching and interpersonal skills development for the team
• Support key initiatives aimed at improving customer experience metrics such as ASAT and QA

Requirements

• Deep subject matter expertise in banking and credit products
• Strong communication, coaching, and change resiliency skills
• Prior experience in an advanced service or lead capacity, demonstrating the ability to guide peers
• Ability to quickly defuse customer anxiety through exceptional customer service skills
• Strong critical thinking and logical problem-solving skills to isolate and resolve escalated issues
• A proactive mindset to creatively discover ways to improve productivity and quality for the Customer Experience team

Benefits

• Challenging, high-impact work to grow your career
• Performance-driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching
• Best-in-class benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents
• Lifestyle wallet — a highly flexible benefits spending account for wellness, learning, and more
• Employer-paid life & disability insurance, fertility benefits, and mental health benefits
• Time off to recharge including company holidays, paid time off, sick time, parental leave, and more!
• Exceptional office experience with catered meals, events, and comfortable work spaces

About the Company

Robinhood's mission is to democratize finance for all. The company is building an elite team, applying frontier technologies to the world’s biggest financial problems, and is dedicated to supporting customers navigating its banking, credit, and money movement products.