Customer Experience Manager, Concierge Desk
Skills
- Current FINRA Series 7 and 63 plus Series 24 or 9/10 (required)
- Proven experience managing customer-facing teams in high-velocity environments
- Deep understanding of options, margin, equities, and day-trade regulations
- Coaching and performance management skills
- Ability to work nights and weekends as needed and attend office 4+ days/week
Responsibilities
- Manage and develop a team of 12–15 licensed Concierge Desk representatives to meet quality and asset-growth targets
- Coach agents on value-added conversations, proactive outreach, and upselling techniques
- Provide live-support and handle escalations for complex customer issues (options, margin, equities, day-trade rules)
- Ensure regulatory compliance, professionalism, and customer advocacy across the team
- Collaborate with Middle-Office, Back-Office, Risk, Compliance, and Engineering to resolve root causes
- Identify patterns in customer inquiries and drive improvements to reduce repeat issues
- Apply sound business judgment to negotiate solutions and retain/earn customer business
Education
- Bachelor’s degree from an accredited institution (required)
- Relevant professional licenses (FINRA Series 7, 63 and 24 or 9/10)
Benefits
- Performance-driven compensation, bonus programs, and equity ownership
- 401(k) matching
- 100% paid employee health insurance (90% dependent coverage)
- Employer-paid life and disability insurance, fertility and mental health benefits
- Flexible lifestyle spending account for wellness and learning
- Paid time off, parental leave, company holidays, and sick time
- Catered office meals, events, and premium office experience
Average salary estimate
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Robinhood is a leading financial services company headquartered in Menlo Park, California. The company was founded in 2013 and currently has 23.9 million funded customers, 13.7 million monthly active users, and $130 billion in assets under custody.
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