Finance Escalations Specialist — In-Office

Rainfall Ventures

Colorado

On-site

USD 46,838 - 55,104

Full time

14 days+

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Benefits offered by this job

Health insurance

401(k) matching

Equity ownership

Performance bonuses

Fertility and mental health benefits

Job summary

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.

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 and coordinated resolutions.