Lead day-to-day execution of the customer account operations team, ensuring timely and accurate resolution of customer requests across support channels. - Own customer experience metrics (e.g., ASAT), analyzing trends and implementing changes that satisfaction scores. - Manage escalations end-to-end, coordinating with Customer Experience, Product, Engineering, and Compliance teams to resolve complex issues. - Partner with Product, Engineering, and Compliance to represent customer needs and inform product and process improvements. - Maintain and improve standard operating procedures and internal tools to increase accuracy, reduce handling time, and support team efficiency. ## What you bring
3+ years of experience managing customer support or operations teams in a fast-paced, high-growth environment. - Strong command of support metrics (e.g., ASAT) and experience using data to improve service quality and team performance. - Proven ability to operate at both a strategic and tactical level, from overseeing daily execution to shaping team and CX strategy. - Demonstrated ability to manage escalations and resolve complex customer issues in partnership with Product and Engineering teams. - A people-focused leadership approach, with experience coaching and developing team members. - Strong communication skills, with the ability to share updates and align priorities across teams. ##
Leadership expectations
Our ambitious roadmap requires a great culture shaped by exceptional leaders. Here’s what we expect from them:
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. ## 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 + equity + 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.
