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Robinhood is seeking a Customer Experience Representative, Social to join its expanding Customer Experience team in Denver, CO. This role focuses on investigating and resolving sensitive, high-visibility customer cases escalated through social media and public platforms, ensuring timely and thoughtful engagement while protecting the Robinhood brand.
You will handle complex customer escalations across multiple support channels, including cases flagged by leadership, regulatory bodies, and high-profile customers. Key responsibilities include conducting root cause analysis to identify drivers of poor customer experiences, partnering with Compliance and Legal teams to provide case summaries and risk assessments, and de-escalating sensitive situations while maintaining professionalism and empathy. You'll manage high-visibility social media cases, coordinating resolutions across support, operations, compliance, and leadership teams.
The role requires FINRA Series 7 and 63 licenses (Series 3 and 66 to be obtained). You should bring 1–4 years of customer support or service experience in financial services, strong analytical and investigative skills, experience managing escalated or sensitive customer situations, and exceptional written and verbal communication abilities.
This is a 100% in-office position based in Denver, CO (or Westlake, TX). The team operates seven days a week, 7:00 a.m. to 10:00 p.m. ET, with employees working either five 8-hour shifts or four 10-hour shifts per week depending on business needs.
Robinhood offers competitive compensation with 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, generous paid time off, and an exceptional office experience with catered meals and events.
