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Customer Experience Representative, Executive Office

Robinhood· Customer Care
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Denver, CO, Westlake, TX$34k - $40kFull-timePosted 4mo ago

About the role

Customer Experience Escalations Specialist focused on investigating and resolving sensitive, high-visibility cases originating from leadership, regulatory inquiries, or other high-risk channels, with a focus on executive office escalations and protecting Robinhood’s brand and customer experience.

Responsibilities

  • Resolve customer escalations across support channels
  • Investigate and resolve complex customer issues, including cases escalated by leadership, regulatory bodies, or high-profile customers.
  • Partner with Compliance, Legal, and senior leadership to provide case summaries, risk assessments, and resolution outcomes.
  • Conduct root cause analysis to identify drivers of poor customer experiences and recommend improvements.
  • De-escalate sensitive customer situations while maintaining professionalism and empathy.
  • Manage and resolve high-visibility customer cases originating from social media and public platforms, ensuring timely responses, thoughtful engagement, and coordinated resolutions that protect the customer experience and Robinhood’s brand.

Qualifications

  • FINRA Series 7 and 63 licenses required
  • 2+ years of customer support or service experience in financial services
  • FINRA Series 3 and Series 66 are preferred and must be obtained within a certain amount of days of employment if not already held.
  • Strong analytical and investigative skills with the ability to resolve complex issues independently
  • Experience managing highly escalated or sensitive customer situations
  • Strong ownership, judgment, and ability to adapt to changing priorities
  • Exceptional written and verbal communication skills, with the ability to clearly explain complex issues, deliver thoughtful updates, and engage professionally with customers, executives, and cross-functional partners.

Skills

Required:FINRA Series 7FINRA Series 63Analytical and investigative skills
Nice to have:FINRA Series 3FINRA Series 66

Benefits

  • 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
Last updated Sep 30, 2026. Interested? Apply on the company site.

About Robinhood

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