Handle complex banking and credit escalations, resolving sensitive customer issues with empathy and precision.

Drive team readiness and assist managers with day-to-day workflow management.

Mentor and coach agents on the desk, focusing heavily on Interpersonal Communication, Coaching, and Change Resiliency.

Serve as a deep subject matter expert on Robinhood’s credit and banking products.

Actively participate in scenario-based coaching and interpersonal skills development for the team.

Support key initiatives aimed at improving customer experience metrics such as ASAT and QA.

Deep subject matter expertise in banking and credit products.

Strong communication, coaching, and change resiliency skills.

Prior experience in an advanced service or lead capacity, demonstrating the ability to guide peers.

Ability to quickly defuse customer anxiety through exceptional customer service skills.

Strong critical thinking and logical problem-solving skills to isolate and resolve escalated issues.

A proactive mindset to creatively discover ways to improve productivity and quality for the Customer Experience team.

Customer Experience Lead, Money

Responsibilities