Robinhood is democratizing access to America’s financial system. Since our public launch in 2015, we’ve cemented our position as the fastest-growing brokerage with over two million users and billions of dollars in transaction volume. Robinhood received recognition with the Apple Design Award, the Google Material Design Award, and named Fast Company’s 11th Most Innovative Company in the World.
We’re backed by top-tier investors such as DST Global, NEA, Index Ventures, Thrive Capital, Ribbit Capital, a16z, and GV, as well as individuals such as Jared Leto, Ashton Kutcher, John Legend, Snoop Dogg, and Nas.
About the Role:
Robinhood is committed to providing the best possible customer experience to a new generation of investors. Our customer support/brokerage operations reps at Robinhood help customers navigate a complex financial landscape. In addition to managing the existing infrastructure, you’ll be directly responsible for implementing new processes to ensure that our support operations are scalable and successful.
As a Head of Customer Support you'll:
Within 3 months...
Review current support ecosystem
Establish customer support best practices across product lines
Create a framework for tracking customer support KPIs
Within 6 months...
Partner with the engineering team to create new tools for the customer support/ brokerage operations team, to ensure that Robinhood support is executed efficiently and effectively
Create a system for delivering feedback and customer product insights to product and engineering teams
Within 12 months….
Take lead on our customer support website revamp
Partner with our executive team to build Robinhood’s global support model
Some things we consider critical to being a Head of Customer Support:
2+ years of working experience as a customer support lead, manager, or director at a major B2C company (ideally in the tech space)
Experience setting and tracking customer support staff KPIs
Stellar written and verbal communications skills
Ability to both receive and give constructive feedback to peers, and empower team members to achieve regular, weekly goals
Note to Recruiters and Placement Agencies: Robinhood does not accept unsolicited agency resumes. Please do not forward resumes to any person or email address at Robinhood prior to obtaining a signed agreement from Recruiting/HR. Robinhood is not liable for and will not pay placement fees for candidates submitted by any agency other than its approved recruitment partners. Furthermore, any resumes sent without an agreement in place will be considered your company's gift to Robinhood and may be forwarded to our recruiters for their attention.