Customer Experience Escalations Specialist — Finance Impact

Rainfall Ventures; Denver (CO); On-site; USD 39,000 - 45,000; Full time

Benefits offered by this job

Health insurance (100% for employees)

401(k) matching

Equity ownership

Parental leave

Mental health benefits

Catered meals and events

Job summary

Robinhood in Denver, CO seeks a Customer Experience Escalations Specialist to investigate and resolve sensitive customer cases with advanced problem-solving and strong communication. You will work with cross-functional partners to resolve complex issues while protecting the customer experience and Robinhood brand.

This role focuses on high-visibility cases surfaced on public platforms and requires 100% in-office attendance in Denver or Westlake.

Qualifications

• FINRA Series 7 and 63 licenses required.
• 1-4 years of customer support or service experience in financial services.
• FINRA Series 3 and 66 to obtain.
• Strong analytical and investigative skills.
• Experience managing escalated or sensitive customer situations.
• Excellent written and verbal communication.

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 a high standard of professionalism and empathy.
• Manage and resolve high-visibility customer cases originating from social media and public platforms, ensuring timely responses and coordinated resolutions that protect the customer experience and Robinhood’s brand.

Skills

Analytical skills

Investigative skills

Written communication

Verbal communication

Cross-functional collaboration

Job description

Robinhood in Denver, CO seeks a Customer Experience Escalations Specialist to investigate and resolve sensitive customer cases with advanced problem-solving and strong communication. You will work with cross-functional partners to resolve complex issues while protecting the customer experience and Robinhood brand.

This role focuses on high-visibility cases surfaced on public platforms and requires 100% in-office attendance in Denver or Westlake.