Customer Experience Representative, Executive Office

Rainfall Ventures; Colorado; Sur place; USD 46 838 - 55 104; Plein temps

Avantages offerts par ce poste

Health insurance

401(k) matching

Equity ownership

Performance bonuses

Fertility and mental health benefits

Résumé du poste

Robinhood is seeking a Customer Experience Escalations Specialist to investigate and resolve sensitive customer cases requiring advanced problem-solving and strong communication. You will collaborate with Compliance, Legal, and leadership to deliver thoughtful resolutions while upholding trust and service excellence.

The role is in-office in Denver, CO or Westlake, TX with schedules across 7 days and 8- or 10-hour shifts.

Qualifications

• 2+ years of customer support or service experience in financial services.
• Strong analytical and investigative skills with the ability to resolve complex issues independently.
• Exceptional written and verbal communication skills, with the ability to clearly explain complex issues to customers, executives, and cross-functional partners.

Responsabilités

• 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 and coordinated resolutions.

Connaissances

Analytical skills

Investigative skills

Communication skills

Ownership & judgment

Formation

FINRA Series 7 & 63 licenses

FINRA Series 24 (or 9/10)

FINRA Series 66

Description du poste

Join us in building the future of finance.

Our mission is to democratize finance for all. An estimated $124 trillion of assets will be inherited by younger generations in the next two decades. The largest transfer of wealth in human history. If you’re ready to be at the epicenter of this historic cultural and financial shift, keep reading.

About the team + role

Robinhood’s Customer Experience team plays a critical role in Democratizing Finance for All! We are expanding our core customer experience team adding new executive office and social representatives. These team members play a critical role in the customer experience supporting escalated and high visibility cases.

As a Customer Experience Escalations Specialist, you will investigate and resolve sensitive customer cases that require advanced problem-solving, sound judgment, and strong communication. You’ll collaborate with cross-functional partners to ensure timely resolution of complex issues while protecting the customer experience and the Robinhood brand.

Within this role, Executive Office team members focus on escalations and formal complaints originating from leadership, regulatory inquiries, or other high-risk channels. We partner closely with support, operations, compliance, and leadership teams to deliver thoughtful resolutions while upholding the highest standards of trust, accountability, and service excellence.

Schedule & Work EnvironmentThis role is based in our Denver, CO or Westlake, TX office and requires 100% in-office attendance.

The team operates seven days a week from 7:00 a.m. to 10:00 p.m. ET. Employees will work either five 8-hour shifts or four 10-hour shifts per week, depending on business needs. Specific schedules will be determined after hire.

At Robinhood, we believe in the power of in-person work to accelerate progress, spark innovation, and strengthen community. Our office experience is intentional, energizing, and designed to fully support high-performing teams.

What you’ll do

• 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, thoughtful engagement, and coordinated resolutions that protect the customer experience and Robinhood’s brand.

What you bring

• FINRA Series 7 and 63 licenses required
• 2+ years of customer support or service experience in financial services
• FINRA Series 24 (or 9/10) 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.

What we offer

• Challenging, high-impact work to grow your career.
• Performance-driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching.
• Best-in-class benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents.
• 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.

In addition to the base pay range listed below, this role is also eligible for bonus opportunities + 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 and is aligned to one of 3 compensation zones. For other locations not listed, compensation can be discussed with your recruiter during the interview process.

Base Pay Range:

Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC)

$34 — $40 USD

Zone 2 (Denver, CO; Westlake, TX; Chicago, IL)

$34 — $40 USD

Zone 3 (Lake Mary, FL; Clearwater, FL; Gainesville, FL)

$33.15 — $39 USD

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.