Overnight Customer Experience Representative, Concierge

Xapply; Denver, Westlake (CO, TX); Hybrid; USD 71,000 - 83,000; Full time

Benefits offered by this job

Health insurance

Equity ownership

401(k) matching

Bonus programs

Paid time off

Life & disability insurance

Mental health benefits

Catered meals

Job summary

Robinhood is seeking a Concierge Desk Representative in Denver, CO / Westlake, TX with in-person onboarding and later remote shifts. You'll empower top customers, resolve complex issues, and guide them through multi-asset tools. Strong communication and FINRA credentials are essential for success.

You’ll join a fast-paced team focused on customer advocacy, education, and long-term relationships, with a comprehensive benefits package and performance-based rewards.

Qualifications

• 3+ years in brokerage or licensed financial services.
• FINRA Series 7 and 63 required; Series 3/66 preferred and must be obtained if not held.
• Proficiency with multi-leg options, margin, crypto, and futures.
• Excellent verbal and written communication; customer advocacy mindset.
• Experience with CRM tools and feedback systems (e.g., Salesforce, Slack).

Responsibilities

• Provide exceptional support to high-value clients and resolve complex issues empathetically.
• Conduct goal-oriented conversations guiding customers through their financial journeys.
• Offer clear, compliant guidance across investment products and strategies.
• Serve as a trusted contact for navigating multi-leg options, margin, crypto, and futures.
• Maintain high customer satisfaction and share insights with internal teams.
• Collaborate with peers to optimize outreach strategies and workflows.

Skills

CRM tools

Communication skills

Financial services

Multi-leg options

Customer advocacy

Tools

Salesforce

Slack

Job description

Description:

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

We are building an elite team, applying frontier technologies to the world’s biggest financial problems. We’re looking for bold thinkers. Sharp problem-solvers. Builders who are wired to make an impact. Robinhood isn’t a place for complacency, it’s where ambitious people do the best work of their careers. We’re a high-performing, fast-moving team with ethics at the center of everything we do. Expectations are high, and so are the rewards!

Robinhood's Customer Experience team is committed to providing an outstanding customer experience. In your role as a Concierge Desk Representative, you will be empowered to help our most active customers with some of their most complex issues and seek to develop long lasting relationships. In particular, your work will strive to resolve all issues experienced by our most engaged customers. Your job is not only to help our customers with the issues they encounter, but to proactively engage this subset of customers to educate, add value, and attempt to address early indications of problems. You will help us learn as a company from each interaction, so that we can make our customer's experience, using our products, as seamless as possible.

As a Representative for the Concierge team, you'll be the company's voice and will use exceptional empathy and product expertise to ensure our users feel understood and valued. Your mission will be to solve customer issues efficiently and effectively, while proactively connecting with them throughout the day.

This role is based in our Denver, CO, and Westlake, TX office(s), with in-person attendance expected 5 days per week during the onboarding period. After onboarding, remote shifts expected with overnight-shift hours at least 5 days a week.

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

• Provide exceptional support to high-value clients by resolving complex issues efficiently, while demonstrating empathy and a deep understanding of their needs.
• Conduct personalized, goal-oriented conversations with customers to understand and support their financial journeys.
• Provide clear, compliant, and confident guidance across a range of investment products and strategies.
• Serve as a trusted point of contact for customers navigating complex financial tools including multi-leg options, margin, crypto, and futures.
• Consistently deliver high customer satisfaction, tracked through customer feedback.
• Share insights and themes from customer interactions with internal teams to improve products and services.
• Collaborate with peers to optimize outreach strategies and support workflows.

Success in This Role Looks Like

• Meeting or exceeding targets for goal-based customer conversations.
• Maintaining high customer satisfaction ratings through empathetic, solution-oriented service.
• Demonstrating subject matter confidence across advanced brokerage products.
• Acting as a knowledgeable and trusted voice of the customer within Robinhood.

What you bring

• 3+ years of experience at a brokerage or within a licensed financial services environment.
• FINRA Series 7 and 63 required.
• FINRA Series 3 and Series 66 licenses are preferred and must be obtained within a certain amount of days of employment if not already held.
• Solid proficiency in multi-leg options strategies, margin trading, cryptocurrencies, and futures.
• Excellent verbal and written communication skills—able to translate complex topics clearly and effectively.
• Passionate about customer advocacy, financial literacy, and building long-term relationships.
• Adaptable and self-motivated in a fast-paced, constantly evolving environment.
• Experience with CRM tools and feedback systems (e.g., Salesforce, Slack).

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.