Customer Experience Manager, Robinhood Concierge
Core
Lead a team of licensed representatives to provide live support, proactive outreach, and resolve complex financial issues for Robinhood's top-tier power-user customers.
Role type
Senior Customer Experience Manager (Concierge Desk)
Builds
High-quality customer service and proactive financial advisory for sophisticated traders
Domain
Financial Services / Wealth Management
Deliverable
client delivery
Required skills
Team leadership, FINRA licensing (Series 7, 63, 24, 9/10), customer profitability analysis, regulatory compliance, coaching and mentoring, conflict resolution, business acumen, proactive outreach strategies
Preferred skills
Experience in retail broker-dealer or mid-stage startup, sales and advisory background, high-paced environment adaptability
Technologies
None explicitly stated
Responsibilities
Lead 12-15 licensed Concierge Desk team members, coach agents on value-added conversations and up-selling, serve as a trusted point of contact for complex operations (Options, Margin, Equities, Day Trade regulations), interact with Middle/Back Office and Risk teams, handle escalations, identify patterns to eliminate underlying issues, assist in negotiations
Seniority
Senior, hands-on IC with team management