Customer Experience Manager, Robinhood
Platinum Desk
$115.6-136k
+ Equity and bonus
Commission-free stock trading platform
Open for applications
Commission-free stock trading platform
1001+ employees
Open for applications
$115.6-136k
+ Equity and bonus
1001+ employees
Company mission
To democratize finance for all.
Role
Who you are
- 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 the job involves
- 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
- 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
Our take
For years, traditional brokers ruled the share trading realm, charging hefty fees that locked out everyday investors. Robinhood emerged as a disruptor, offering commission-free trading and opening the door to a new generation. Its innovative model thrives on premium features like increased buying power and extended trading hours, attracting a younger audience drawn to meme stocks like AMC and GameStop.
But Robinhood's not just about quick thrills. The company claims its mission lies in catering to "the unmet needs of the next generation," evidenced by its "Robinhood Retirement" launch, targeting gig-economy workers often excluded from financial planning. This commitment to accessibility aligns with its core values.
However, 2023 brought unexpected turbulence, as Robinhood became entangled in the FTX cryptocurrency exchange bankruptcy scandal when it emerged that the US Department of Justice seized hundreds of millions of dollars of the company's shares tied to FTX founder Bankman-Fried. Despite these challenges, Robinhood successfully bought back the missing stock, and its impact on democratizing finance remains undeniable.
Kirsty
Company Specialist
Insights
Some candidates hear
back within 2 weeks
39% female employees
-23% employee growth in 12 months
Company
Funding (last 2 of 13 rounds)
Feb 2021
$2.4bn
CONVERTIBLE
Jan 2021
$1bn
LATE VC
Total funding: $5.6bn
Company benefits
- Well-being - Premium medical, dental, and vision insurance
- Family & home life - Parental leave, personal prosperity benefits
- Comfort & care - Annual lifestyle stipend
- Office life - Catered meals and fully stocked kitchen, commuter benefits
- Growth - Education and training, community events, career mentorships
Company values
- Safety First: Robinhood is a safety-first company
- Participation is Power: At Robinhood, the rich don’t get a better deal
- Radical Customer Focus: We exist to make our customers happy
- First-Principles Thinking: We make bold bets and challenge the status quo
Company HQ
Downtown Menlo Park, Menlo Park, CA
Articles
Leadership
Vlad Tenev
(Co-Founder)Studied Mathematics at Stanford University, where they met their fellow co-founder. Dropped out of a PhD to start Robinhood.
Baiju B.
(Co-Founder)Studied Mathematics and Physics at Stanford University, where they met their fellow co-founder.
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