Customer Success Manager • Mid-Level

Who you are

You have a strong background in customer experience management, ideally with experience in the financial services industry. You are a bold thinker and a sharp problem-solver, ready to lead a team dedicated to providing outstanding service to customers who are often investing for the first time. Your leadership style is centered around ethics and high performance, and you thrive in environments where expectations are high and rewards are significant.

You possess excellent communication skills, allowing you to effectively manage a team of licensed representatives. You understand the importance of empathy in customer interactions and are committed to resolving issues quickly and efficiently. Your experience includes working with diverse teams and fostering an inclusive environment where all team members can excel.

What you'll do

As the Customer Experience Manager for the Concierge Desk, you will lead a team of highly knowledgeable registered representatives. Your primary responsibility will be to ensure that your team assists Robinhood's top customers in navigating their financial journeys. You will be expected to work nights and weekends as needed to support customer needs, demonstrating your commitment to exceptional service.

You will develop strategies to enhance customer satisfaction and streamline processes for issue resolution. Collaborating closely with other departments, you will ensure that your team is equipped with the necessary tools and knowledge to provide top-notch service. You will also be responsible for training and mentoring your team members, helping them grow in their roles and improve their customer interaction skills.

In this role, you will analyze customer feedback and performance metrics to identify areas for improvement. You will implement best practices and innovative solutions to enhance the overall customer experience. Your leadership will be crucial in building a high-performing team that embodies Robinhood's mission to democratize finance for all.

What we offer

At Robinhood, you will be part of a mission-driven company that is at the forefront of a historic cultural and financial shift. We offer a competitive salary and benefits package, along with opportunities for professional growth and development. You will work in a dynamic environment where your contributions will have a direct impact on the company's success and the financial well-being of our customers. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse backgrounds and perspectives.