Customer Experience Manager, Robinhood Concierge

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 Denver, CO or Westlake, TX office(s), with in-person attendance expected at least 5 days per week. Preferred working hours are Monday- Friday 12pm-9pm EST or Monday-Friday 9pm-6am 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 Leadership expectations Our ambitious roadmap requires a great culture shaped by exceptional leaders. H