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Practising for the listing Customer Experience Manager, Robinhood Concierge. Its requirements are filled in below. When you have an answer you like, paste it with your CV in Career Mirror to see which of the job's skills it shows.

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Customer Experience Manager, Robinhood Concierge
Join us in building the future of finance.

Our mission is to democratize finance for all. An estimated $124 trillion of assets will be inherited by younger generations in the next two decades. The largest transfer of wealth in human history. If you’re ready to be at the epicenter of this historic cultural and financial shift, keep reading.

About the team + role

We are building an elite team, applying frontier technologies to the world’s biggest financial problems. We’re looking for bold thinkers. Sharp problem-solvers. Builders who are wired to make an impact. Robinhood isn’t a place for complacency, it’s where ambitious people do the best work of their careers. We’re a high-performing, fast-moving team with ethics at the center of everything we do. Expectations are high, and so are the rewards!

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 - Concierge 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.

This role is based in our Denver, CO or Westlake, TX office(s), with in-person attendance expected at least 5 days per week. Preferred working hours are Monday- Friday 12pm-9pm EST or Monday-Friday 9pm-6am EST

At Robinhood, we believe in the power of in-person work to accelerate progress, spark innovation, and strengthen community. Our office experience is intentional, energizing, and designed to fully support high-performing teams.

What you’ll do

• Lead 12-15 licensed Concierge 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, as well as general account servicing needs

• 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

Leadership expectations

Our ambitious roadmap requires a great culture shaped by exceptional leaders. Here’s what we expect from them:

• Drive high performance by setting clear, focused goals, giving real-time feedback, stretching top talent, and scaling impact through focus, innovation, and tech.

• Hire and retain top talent by setting a high bar, hiring only those who raise it, investing in onboarding, and addressing talent issues quickly and fairly.

• Create community by connecting work to purpose, removing friction while prioritizing safety, building trust and inclusion, and leading from the front with integrity.

What we offer

• Challenging, high-impact work to grow your career.

• Performance driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching.

• Top Tier benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents.

• Access to the Robinhood Employee Fund that gives eligible US employees the opportunity to invest in a private employee fund that provides exposure to Robinhood Ventures funds.

• Access to the best AI tools on the market and continuous AI skill-building for every employee, technical or not.

• Lifestyle wallet - a highly flexible benefits spending account for wellness, learning, and more.

• Employer-paid life & disability insurance, fertility benefits, and mental health benefits.

• Time off to recharge including company holidays, paid time off, sick time, parental leave, and more!

• Exceptional office experience with catered meals, events, and comfortable workspaces.

In addition to the base pay range listed below, this role is also eligible for bonus opportunities + equity + 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 base pay range for this role is based on the location where the work will be performed and is aligned to one of 3 compensation zones. For other locations not listed, compensation can be discussed with your recruiter during the interview process.

Base Pay Range:

Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC)
$110,500 — $130,000 USD

Zone 2 (Denver, CO; Westlake, TX; Chicago, IL)
$96,900 — $114,000 USD

Zone 3 (Lake Mary, FL; Clearwater, FL; Gainesville, FL)
$85,850 — $101,000 USD

Click here to learn more about our Total Rewards, which vary by region and entity.

If our mission energizes you and you’re ready to build the future of finance, we look forward to seeing your application.

AI Usage Disclosure: Robinhood uses artificial intelligence (AI) tools to support parts of our recruiting process. These tools enhance the efficiency and consistency of our hiring process; however, all hiring decisions are made by our hiring teams.

Robinhood provides equal opportunity for all applicants, offers reasonable accommodations upon request, and complies with applicable equal employment and privacy laws. Inclusion is built into how we hire and work—welcoming different backgrounds, perspectives, and experiences so everyone can do their best. Please review the Privacy Policy for your country of application.

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Requirements found

Compliance Negotiation Sales Onboarding Marketing Training Recruiting

What this posting asks for

Level: Manager — The title says "Manager".

Main responsibilities

Lead 12-15 licensed Concierge 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
Serve as a trusted point of contact for our most teams assisting our most active traders.
Work with your team to recognize patterns of customer inquiries so that the underlying issue can be documented and eliminated by our engineering teams
Handle customer issues and escalation from your team
Drive high performance by setting clear, focused goals, giving real-time feedback, stretching top talent, and scaling impact through focus, innovation, and t…
Create community by connecting work to purpose, removing friction while prioritizing safety, building trust and inclusion, and leading from the front with in…

Competencies an interviewer will look for

Customer focus Core
In the posting: “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 h…” · “In your role as a Customer Experience Manager - Concierge Desk, you will lead a team of highly-knowledgeable registered representatives as they assist our to…”
Show it by: Puts the customer's need in their own words; Shows a result for the customer, not only for the company.
Attention to detail and quality Core
In the posting: “Coach and mentor your team, assisting in their professional development and helping them achieve top asset growth metrics and high quality standards” · “Cultivate a culture of professionalism, customer advocacy, personal development, and regulatory compliance on your team and beyond” · “Interact frequently with our Middle-Office, Back-Office, Risk, and Compliance teams”
Show it by: Gives an example of an error caught before it caused harm; Names the check or standard they used.
Problem solving Core
In the posting: “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 h…” · “Leverage problem solving skills to assist the team in identifying and creating unique solutions for customers”
Show it by: Describes a real problem, the options considered and the one chosen; Shows how the cause was found, not just the fix.
Leadership and mentoring Core
In the posting: “In your role as a Customer Experience Manager - Concierge Desk, you will lead a team of highly-knowledgeable registered representatives as they assist our to…” · “Coach and mentor your team, assisting in their professional development and helping them achieve top asset growth metrics and high quality standards”
Show it by: Describes setting direction or a standard others followed; Names someone they coached and what changed for them.
Technical skill Supporting
In the posting: “Work with your team to recognize patterns of customer inquiries so that the underlying issue can be documented and eliminated by our engineering teams”
Show it by: Names the tools, languages or systems used and how; Explains a technical choice and its trade-off.
Ownership and accountability Supporting
In the posting: “Performance driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching.”
Show it by: Takes a task from start to finish without being chased; Owns a mistake and what was changed after it.
Planning and organisation Supporting
In the posting: “Create community by connecting work to purpose, removing friction while prioritizing safety, building trust and inclusion, and leading from the front with in…”
Show it by: Shows how priorities were set when everything was urgent; Mentions deadlines met and how.
Data and analysis Supporting
In the posting: “Coach and mentor your team, assisting in their professional development and helping them achieve top asset growth metrics and high quality standards”
Show it by: Uses a number to describe the situation or the result; Explains what the data showed and what was done with it.
Adaptability and learning Supporting
In the posting: “Lifestyle wallet - a highly flexible benefits spending account for wellness, learning, and more.”
Show it by: Describes learning something new quickly and using it; Shows a change of plan and how they adjusted.
Stakeholder management Supporting
In the posting: “Leverage good business acumen and judgment to assist in negotiations and earning business”
Show it by: Shows how they aligned people with different goals; Explains how they handled a 'no' from someone senior.

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Practice questions

Tell me about yourself. Dedicated step-by-step practice.
If an interviewer asks something improper How to respond to questions about age, family, origin or health.
Built from this posting (8):
Describe a time you went out of your way to solve a customer's problem. From this posting
Tell me about a time you caught an error before it reached a customer or a report. From this posting
Tell me about a difficult problem you solved at work. How did you find the cause? From this posting
Tell me about a time you helped someone on your team get better at their work. From this posting
How have you used compliance in your work? Walk me through one real example. From this posting
Tell me about a problem you solved using negotiation. From this posting
Walk me through a piece of work where you used your strongest technical skill. What exactly did you do? From this posting
Tell me about a task you took from start to finish without anyone asking you to. From this posting
This posting reads as Finance & accounting: its questions come first.
How do you make sure your work holds up in an audit? Finance & accounting
Tell me about a time you found an error in a financial report or reconciliation. Finance & accounting
Walk me through how you build a budget or forecast. Finance & accounting
It is the last day of month-end close and a balance will not tie out. What do you do? Finance & accounting
Describe a time you explained a financial result to a manager outside finance. Finance & accounting
Tell me about an analysis that saved money or found revenue. Finance & accounting
Three urgent requests arrive during close. How do you decide the order? Finance & accounting
Describe a finance process you made faster or more reliable. Finance & accounting
Tell me about a sale or agreement you are proud of.
Describe a time you handled an upset customer or colleague.
Tell me about a time you had several deadlines at once. How did you decide what to do first?
Give an example of a mistake you caught before it caused a problem.
Tell me about a time you taught someone how to do something.
Describe a time you took the lead without being asked.
Tell me about a time you had to explain something complicated in simple terms.
Describe a process you improved.
Do you have any questions for us?
Why do you want to work here?
Why is there a gap in your employment? Difficult question
Why did you leave your last job? Difficult question
Why are you changing careers? Difficult question
What is your greatest weakness? Difficult question
What are your salary expectations? Difficult question
You seem overqualified for this role. Why do you want it? Difficult question
Improper-question practice: How old are you? / Do you have children? / Where are you from originally?
A customer is angry about a delay you did not cause. What do you do?
How do you keep track of many open customer requests?
Tell me about a time you could not give a customer what they wanted.
You find that the inventory count does not match the system. What do you do?
Tell me about a time a shipment or delivery went wrong.
How do you make sure safety rules are followed on a busy shift?
Two managers ask you to book the same room at the same time. What do you do?
How have you used spreadsheets in your work?
Tell me about a time you had to enter or check a lot of data accurately.
A prospect says your price is too high. How do you respond?
How do you keep your pipeline organised?
Tell me about a technical problem you solved on your own.
You find a bug right before a release. What do you do?
Walk me through how you would check whether a report's numbers are right.