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Robinhood is seeking a Customer Experience Representative for the Executive Office team to investigate and resolve sensitive, high-visibility customer escalations. This role handles complex cases originating from leadership, regulatory inquiries, and high-risk channels, requiring advanced problem-solving, sound judgment, and strong communication skills.
Key responsibilities include: resolving customer escalations across support channels; investigating complex issues escalated by leadership, regulatory bodies, or high-profile customers; partnering with Compliance, Legal, and senior leadership to provide case summaries and risk assessments; conducting root cause analysis to identify drivers of poor customer experiences; de-escalating sensitive situations while maintaining professionalism; and managing high-visibility cases from social media and public platforms.
The role requires FINRA Series 7 and 63 licenses (Series 3 and 66 preferred, obtainable post-hire). You'll need 2+ years of customer support or service experience in financial services, strong analytical and investigative skills, experience managing escalated or sensitive situations, and exceptional written and verbal communication abilities.
The position is 100% in-office based in Denver, CO or Westlake, TX. The team operates seven days a week, 7 a.m. to 10 p.m. ET, with employees working either five 8-hour shifts or four 10-hour shifts weekly depending on business needs. Compensation includes base pay, performance bonuses, equity ownership, 401(k) matching, comprehensive health insurance (100% for employees, 90% for dependents), lifestyle wallet benefits, employer-paid life and disability insurance, fertility and mental health benefits, and generous time off including parental leave.
