Customer Experience Manager

Who you are

• 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, preferably with a sales and/or advisory work
• Strong management toolkit with a reputation for leaving thriving employees in your wake
• Principled integrity and strong dedication to professionalism
• Experience in a high-paced proactive environment
• Strong understanding of customer profitability to help craft unique solutions

What the job involves

• We are building an elite team, applying frontier technologies to the world’s biggest financial problems. We’re looking for bold thinkers. Sharp problem-solvers. Builders who are wired to make an impact. Robinhood isn’t a place for complacency, it’s where ambitious people do the best work of their careers. We’re a high-performing, fast-moving team with ethics at the center of everything we do. Expectations are high, and so are the rewards!
• 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, advanced services representatives, who serve as the voice of our most valuable customers and help resolve issues quickly, efficiently and with empathy
• In your role as a Customer Experience Manager - Concierge Desk, you will lead a team of highly-knowledgeable registered representatives as they assist our top customer, power-user base as they continue to seek their individual financial goals. You may be required to work nights and weekends to support our customers
• Lead 12-15 licensed Concierge Desk team members to produce outstanding results and improve their own skills
• Develop agents to become proficient in value-added conversations and proactive up-selling via outreach
• Coach and mentor your team, assisting in their professional development and helping them achieve top asset growth metrics and high quality standards
• Provide service in a live-support, proactive outreach environment
• Cultivate a culture of professionalism, customer advocacy, personal development, and regulatory compliance on your team and beyond
• Serve as a trusted point of contact for our most teams assisting our most active traders. This role team assists the most sophisticated subject areas of our operations: Options trading, Margin, Equities trading, and Day Trade regulations, as well as general account servicing needs
• Interact frequently with our Middle-Office, Back-Office, Risk, and Compliance teams
• Work with your team to recognize patterns of customer inquiries so that the underlying issue can be documented and eliminated by our engineering teams
• Leverage problem solving skills to assist the team in identifying and creating unique solutions for customers
• Handle customer issues and escalation from your team
• Leverage good business acumen and judgment to assist in negotiations and earning business
• Drive high performance by setting clear, focused goals, giving real-time feedback, stretching top talent, and scaling impact through focus, innovation, and tech
• Hire and retain top talent by setting a high bar, hiring only those who raise it, investing in onboarding, and addressing talent issues quickly and fairly
• Create community by connecting work to purpose, removing friction while prioritizing safety, building trust and inclusion, and leading from the front with integrity