Robinhood was founded on a simple idea: that our financial markets should be accessible to all. With customers at the heart of our decisions, Robinhood is lowering barriers and providing greater access to financial information. Together, we are building products and services that help create a financial system everyone can participate in.
As we continue to build...
We're seeking curious, growth minded thinkers to help shape our vision, structures and systems; playing a key-role as we launch into our ambitious future. If you're invigorated by our mission, values, and drive to change the world — we'd love to have you apply.About the team + role
As Robinhood continues to grow, we're looking for a Head of Customer Experience to build and lead our customer experience function and teams. As a key operations leader for Robinhood, you will be pragmatic with the ability to operate with a high degree of ambiguity with fast response to changes. Our customers mean a lot to us, and no matter who they are, we want to make sure we give them a magical experience. You will provide thought leadership critical to scaling customer experience such as location strategy, insourcing vs outsourcing, contact rate reduction, process improvements, closed-loop feedback, while contributing to and protecting our outstanding company culture.
Our Customer Experience team members are subject matter experts on all things Robinhood. They answer questions and resolve whatever issues customers may have with their accounts, making sure customers leave feeling cared for, understood, and - most importantly - happy they're using Robinhood. The team is also expected to develop and streamline the behind-the-scenes work such as making the job easier with a new process or tool. You will set up career development and training programs to help our Customer Experience Associates to grow their expertise and comfort with our suite of products over time. As they become more capable and valuable members of the team, they'll take on greater responsibilities - i.e. handle more sophisticated customer issues, help out with training and interviews, develop solutions for common customer issues, and start leading workflows and processes.
The role is located in the office location(s) listed on this job description which will align with our in-office working environment. Please connect with your recruiter for more information regarding our in-office philosophy and expectations.What you'll do
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. You can view comp zones for our US office locations in the table below. For other locations not listed, compensation can be discussed with your recruiter during the interview process.
Office locations (by comp zone) US Zone 1: Menlo Park, CA; New York, NY; Seattle, WA; Washington, D.C. US Zone 2: Denver, CO; Westlake (Dallas), TX; Chicago, IL US Zone 3: Lake Mary, FL
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