Customer Experience Manager

Charlotte, NC, United States

**Customer Experience Manager**

at Robinhood Charlotte, NC ****Join a leading fintech company thats 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, removing fees, 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 world class products and company culture we continue to build and have been recognized as:

* A Great Place to Work

* A CNBC Disruptor 50 in 2019 and 2020

* A LinkedIn Top Startup in 2017, 2018, 2019 and 2020

Robinhood is backed by leading investors that include DST Global, Index Ventures, NEA, Ribbit Capital, Thrive Capital, and Sequoia.

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****About the role:****

Robinhoods 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 Customer Experience Associates (CXAs) and 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 CXAs and CXRs as they assist our ever-growing customer base. You may be required to work nights and weekends to support our customers.

****What youll do day-to-day:****

* 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

****About you:****

* FINRA Series 7, 63 and 24 or 9/10 Licenses

* Bachelors 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

****Bonus points:****

* 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

Were looking for more growth-minded and collaborative people to be a part of our journey in democratizing finance for all. If youre ready to give 100% in helping us achieve our missionwed 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 click .

**Equal Employment Opportunity Information** At Robinhood, we care deeply about diverse representation in our workforce as it supports our mission to democratize finance for all. In support of this goal, we encourage applicants to voluntarily identify demographic information. This information helps us to continue building a more inclusive workplace and to ensure effective recruiting programs that are inclusive of individuals across all backgrounds.

Self-identifying is completely voluntary and if you choose not to provide any information, please select the I don't wish to answer option under that question. Whatever your decision, it will not be considered in the hiring process or thereafter. Individuals seeking employment at Robinhood are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.

You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity record keeping, reporting, and other legal requirements. Any information that you do provide will be recorded and maintained in a confidential file. For more information on EEOC definitions, please reference this .

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