Customer Experience Manager, Platinum Desk

Robinhood | $102,850-$155,000

Steph's Notes:

“The talent that we hire today will build the products of tomorrow and will further drive us to fulfill our mission.” Vlad Tenev, Co-Founder and CEO

I love how they quote this like it's some visionary thing when really it's just a basic statement of fact.

At Robinhood, our culture thrives on in-person collaboration and a strong commitment to community. Most roles are office-based, with team members coming together at least three days a week to foster creativity and innovation.

This is not my jam, but I appreciate that they're upfront about being an office-based culture and aren't claiming that they're really hybrid to catch unsuspecting candidates.

Goofy "thought leadership" aside, Robinhood has an informative, thoughtful Careers page.

Lead 12-15 licensed Platinum Desk team members to produce outstanding results and improve their own skills

This is too many people for one person to lead effectively.

Leverage good business acumen and judgment to assist in negotiations and earning business

Nope! This is an inappropriate job requirement for a middle-manager role.

Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC) $131,750—$155,000 USD
Zone 2 (Denver, CO; Westlake, TX; Chicago, IL) $115,600—$136,000 USD
Zone 3 (Lake Mary, FL) $102,850—$121,000 USD

I'm on the fence about whether I think this is appropriate compensation for a role that's required to obtain and maintain more than one financial license, but the health coverage offered (100% for employees, 90% for families) is very good.

Overall, there are positive culture signals for the company, but I'm concerned that this position will be stretched too thin to provide the leadership and mentorship Robinhood wants to see, and there's some scope creep I'd ask about as an interviewee.

Original Job Description: Customer Experience Manager, Platinum Desk

Join a leading fintech company that’s democratizing finance for all.

Robinhood Markets was founded on a simple idea: that our financial markets should be accessible to all. With customers at the heart of our decisions, Robinhood and its subsidiaries and affiliates are 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.

With growth as the top priority...

The business is 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

Robinhood’s Customer Experience team is committed to providing outstanding service to our customers – many of whom are investing for the first time. At the heart of this effort is our team of dedicated licensed, advanced services representatives, who serve as the voice of our most valuable customers and help resolve issues quickly, efficiently and with empathy.

In your role as a Customer Experience Manager - Platinum Desk, you will lead a team of highly-knowledgeable registered representatives as they assist our top customer, power-user base as they continue to seek their individual financial goals. You may be required to work nights and weekends to support our customers.

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

• Lead 12-15 licensed Platinum Desk team members to produce outstanding results and improve their own skills
• Develop agents to become proficient in value-added conversations and proactive up-selling via outreach
• Coach and mentor your team, assisting in their professional development and helping them achieve top asset growth metrics and high quality standards
• Provide service in a live-support, proactive outreach environment
• Cultivate a culture of professionalism, customer advocacy, personal development, and regulatory compliance on your team and beyond
• Serve as a trusted point of contact for our most teams assisting our most active traders. This role team assists the most sophisticated subject areas of our operations: Options trading, Margin, Equities trading, and Day Trade regulations
• Interact frequently with our Middle-Office, Back-Office, Risk, and Compliance teams
• Work with your team to recognize patterns of customer inquiries so that the underlying issue can be documented and eliminated by our engineering teams
• Leverage problem solving skills to assist the team in identifying and creating unique solutions for customers
• Handle customer issues and escalation from your team
• Leverage good business acumen and judgment to assist in negotiations and earning business

What you bring

• FINRA Series 7, 63 and 24 or 9/10 Licenses
• Bachelor’s Degree from an accredited institution
• 4+ years experience in customer-facing operations, either at a respected mid-stage startup or a retail broker-dealer
• 4+ years experience managing customer-facing teams, preferably with a sales and/or advisory work
• Strong management toolkit with a reputation for leaving thriving employees in your wake
• Principled integrity and strong dedication to professionalism
• Experience in a high-paced proactive environment
• Strong understanding of customer profitability to help craft unique solutions

What we offer

• Market competitive and pay equity-focused compensation structure
• 100% paid health insurance for employees with 90% coverage for dependents
• Annual lifestyle wallet for personal wellness, learning and development, and more!
• Lifetime maximum benefit for family forming and fertility benefits
• Dedicated mental health support for employees and eligible dependents
• Generous time away including company holidays, paid time off, sick time, parental leave, and more!
• Lively office environment with catered meals, fully stocked kitchens, and geo-specific commuter 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 salary range for this role is based on the location where the work will be performed and is aligned to one of 3 compensation zones. This role is also eligible to participate in a Robinhood bonus plan and Robinhood’s equity plan. For other locations not listed, compensation can be discussed with your recruiter during the interview process.

Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC)$131,750—$155,000 USD

Zone 2 (Denver, CO; Westlake, TX; Chicago, IL)$115,600—$136,000 USD

Zone 3 (Lake Mary, FL)$102,850—$121,000 USD

Click here to learn more about available Benefits, which vary by region and Robinhood entity.

We’re looking for more growth-minded and collaborative people to be a part of our journey in democratizing finance for all. If you’re ready to give 100% in helping us achieve our mission—we’d love to have you apply even if you feel unsure about whether you meet every single requirement in this posting. At Robinhood, we're looking for people invigorated by our mission, values, and drive to change the world, not just those who simply check off all the boxes.

Robinhood embraces a diversity of backgrounds and experiences and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone. Additionally, Robinhood provides reasonable accommodations for candidates on request and respects applicants' privacy rights. Please review the specific Robinhood Privacy Policy applicable to the country where you are applying.