Customer Experience Manager, Concierge Desk at Robinhood

Chicago, Illinois, United States -

Full Time

Start Date

Immediate

Expiry Date

06 Jan, 26

Salary

114000.0

Posted On

08 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience, Team Leadership, Coaching, Mentoring, Problem Solving, Regulatory Compliance, Customer Advocacy, Sales, Financial Services, Options Trading, Equities Trading, Margin, Day Trade Regulations, Live Support, Professional Development, Business Acumen

Industry

Financial Services

Description

Join us in building the future of finance. Our mission is to democratize finance for all. An estimated $124 trillion of assets will be inherited by younger generations in the next two decades. The largest transfer of wealth in human history. If you’re ready to be at the epicenter of this historic cultural and financial shift, keep reading. About the team + role 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. This role is based in our Chicago, IL, Denver, CO or Westlake, TX office(s), with in-person attendance expected at least 4 days per week. Preferred working hours are Monday- Friday 12pm-9pm EST At Robinhood, we believe in the power of in-person work to accelerate progress, spark innovation, and strengthen community. Our office experience is intentional, energizing, and designed to fully support high-performing teams. What you’ll do 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 What you bring 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 we offer 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 workspaces. In addition to the base pay range listed below, this role is also eligible for bonus opportunities + benefits. Base pay for the successful applicant will depend on a variety of job-related factors, which may include education, training, experience, location, business needs, or market demands. The expected base pay range for this role is based on the location where the work will be performed and is aligned to one of 3 compensation zones. For other locations not listed, compensation can be discussed with your recruiter during the interview process. Base Pay Range: Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC) $110,500—$130,000 USD Zone 2 (Denver, CO; Westlake, TX; Chicago, IL) $96,900—$114,000 USD Zone 3 (Lake Mary, FL; Clearwater, FL; Gainesville, FL) $85,850—$101,000 USD Click here to learn more about our Total Rewards, which vary by region and entity. If our mission energizes you and you’re ready to build the future of finance, we look forward to seeing your application. Robinhood provides equal opportunity for all applicants, offers reasonable accommodations upon request, and complies with applicable equal employment and privacy laws. Inclusion is built into how we hire and work—welcoming different backgrounds, perspectives, and experiences so everyone can do their best. Please review the Privacy Policy for your country of application.

Responsibilities

Lead a team of licensed representatives to provide outstanding customer service and assist top customers in achieving their financial goals. Cultivate a culture of professionalism and customer advocacy while handling escalated issues and recognizing patterns in customer inquiries.