Robinhood - Communications Compliance Senior Specialist
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Requirements
• 8+ years of experience in IT support or enterprise technology operations, including at least 3 years managing distributed teams. • Experience implementing and managing ITSM frameworks, incident lifecycle processes, and SLA/SLO governance using platforms such as Jira Service Management or ServiceNow. • Working knowledge of enterprise workplace technologies including macOS and Windows device management, Okta, Slack, and Google Workspace. • Experience improving operational performance in high-growth technology or financial services environments. • Experience managing executive or high-priority support escalations with professionalism and structured communication. • Demonstrated ability to coach and retain team members across time zones and regions. • Familiarity with AI tools used in support environments to improve efficiency and knowledge management. • Experience using metrics and reporting to identify trends and implement service improvements. • Our team is committed to providing an inclusive and welcoming interview experience for all candidates. If you require a specific accommodation during the application or interview process due to a physical or mental condition, please complete this Applicant Accommodation Form to notify our team. The form should only be completed if you need a specific accommodation. • 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. • AI Usage Disclosure: • Vacancy Notice: This job posting represents an existing vacancy that we are actively seeking to fill. • Vacancy Notice: • 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.
Responsibilities
• Lead a distributed IT support team across North America and Europe, setting clear performance expectations and tracking measurable service outcomes. • Oversee daily support operations including queue management, escalation handling, and adherence to defined service level agreements (SLAs) and service level objectives (SLOs). • Standardize support processes across regions, including post-acquisition system integrations and global IT service management (ITSM) implementation. • Partner with Engineering and Automation teams to implement AI-supported workflows that reduce ticket resolution time and increase self-service adoption. • Define and monitor key operational metrics, dashboards, and reporting frameworks to improve service quality and resource planning. • Recruit, coach, and develop team members across multiple career levels, supporting performance growth and retention. • Maintain a follow-the-sun support model and structured on-call rotations to ensure timely response to critical incidents.
Benefits
• Challenging, high-impact work to grow your career. • Performance driven compensation with multipliers for outsized impact and bonus programs. • Top tier benefits to fuel your work, including supplemental health insurance, ancillary insurance, and mental health support programs. • Lifestyle wallet - a highly flexible employer-paid benefits spending account expenses beyond traditional benefits such as wellness, childcare, learning, and more. • Time off to recharge including company holidays, paid time off, sick time, paid volunteer time off, parental leave, and more! • Exceptional office experience with catered meals, events, and comfortable workspaces. • Monthly commuter stipend to help offset in-office commuting costs. • The gross monthly pay for the successful applicant will depend on a variety of job related factors such as education, qualifications, experience, business needs, or market demands. Applicants must be based in Lithuania. This role is also eligible for a discretionary annual bonus. • €3.250 - €3.750 EUR • 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. • 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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