Customer Experience Manager, Customer Safety and Privacy

  • Locations
    • Westlake, TX
    • Denver, CO
    • Tempe, AZ
    • Charlotte, NC
  • Date Posted
  • Oct. 11, 2021
  • Function
  • Technical & Customer Support
  • Sector
  • Fintech

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

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.

Just as we focus on our customers, we also strive to create an inclusive environment where our employees can thrive and do impactful work. We are proud of the competitive products and company culture we continue to build and have been recognized as:

  • Glassdoor Best Places to Work 2020
  • TIME100 Most Influential Companies 2021
  • Fortune Best Workplaces in Financial Services & Insurance™ 2021 and Fortune Best Workplaces for Millennials™ 2021

We’re growing and looking for...

We continue to hire Robinhoodies at a rapid pace to drive this journey, and with that growth comes necessary change. We’re seeking culture builders and curious thinkers looking to co-author the next chapters of our story. We’re in build mode, majorly expanding our team while also growing up as a company. Joining now means helping shape our structures and systems, then taking part as we launch into our ambitious future.

Check out life at Robinhood on The Muse!

About the team:

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 Customer Experience Security Associates (CSAs) who serve as the front line support for our customers with security concerns on their accounts. The CSAs help triage possible fraud, and resolve security issues and privacy inquiries quickly, efficiently and with emotional intelligence via email and live support channels. In your role as a Customer Experience Security Manager, you will lead a team of CSAs to deliver world class service at scale while instilling confidence to our customers during times that matter most. Because our customers’ safety is the most important value at Robinhood, you may be required to work nights and weekends to ensure we have adequate leadership support coverage for our customers.

What you’ll do day-to-day:

  • Leading a team of approximately 15 CSAs to deliver world class service at scale to customers with security and privacy concerns
  • Coaching and developing your team to their full potential while helping them achieve top metrics and high quality standards
  • Setting direction for associates servicing in a live-support environment
  • Fostering a culture of customer advocacy, resilience, professionalism, personal development, innovation and performance on your team and beyond
  • Serving as a subject matter expert for account operations, social engineering protection, possible fraud triage, and trading restrictions
  • Acting as a thought partner with our Fraud Operations, Security Engineering and Privacy teams to discuss complex topics, agent tooling enhancements and new product launches
  • Working with your team to recognize patterns of customer inquiries so that the underlying issue can be eliminated by our engineering teams
  • Handling customer escalations from your team

About you:

  • 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 leading customer-facing teams
  • Proven success leading in a highly regulated environment
  • Passion for coaching and developing associates of different tenures
  • Strong management toolkit with a reputation for delivering top performing teams in your wake
  • Uncompromising integrity and strong dedication to professionalism
  • Ability to think critically and apply logical problem-solving skills to isolate and resolve issues
  • Strong written and verbal communication skills
  • Attention to detail and strong analytical skills
  • Interest in and familiarity with financial services and the stock market
  • The ability to concisely and accurately communicate sophisticated topics

Bonus points:

  • Strong sense of ownership and responsibility
  • Data-driven with analytical skills (e.g. pattern recognition)
  • Experience working in Fraud, Fraud Support or Account Privacy
  • Experienced manager in a call-center environment
  • The ability to concisely and accurately communicate sophisticated topics

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 promotes diversity 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. To review Robinhood’s Privacy Policy please visit rbnhd.co/applicant-privacy.

Robinhood’s benefits include generous time off, 401(k) participation with employer match, comprehensive health coverage, a health savings account (HSA), wellness benefits, backup childcare and education stipends (all benefits are subject to applicable taxes and based on eligibility).