Customer Experience Representative, Robinhood
Executive Office
$34 - $40 USD/hr + Bonus programs, + Equity ownership
5 days a week in office
Commission-free stock trading & investing app
Be an early applicant
Commission-free stock trading & investing app
1001+ employees
Be an early applicant
$34 - $40 USD/hr + Bonus programs, + Equity ownership
5 days a week in office
1001+ employees
Company mission
To democratize finance for all.
Role
Who you are
- FINRA Series 7 and 63 licenses required
- 2+ years of customer support or service experience in financial services
- FINRA Series 24 (or 9/10) required or obtained within 120 days of hire for executive office team members
- 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 the job involves
- 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 Environment
- This 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
- 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
Our take
For years, traditional brokers ruled the share trading realm, charging hefty fees that locked out everyday investors. Robinhood emerged as a disruptor, offering commission-free trading and opening the door to a new generation. Since then, expectations have continued to evolve, with investors looking not just to lower costs, but for simpler tools, clearer information, and guidance that makes the market easier to understand.
Robinhood was built to meet those changing expectations, designed from the start as a mobile-first platform that makes investor more accessible and less intimidating for people at every stage of their financial journey. Through its app, users can trade stocks and other financial instruments while benefiting from a clean interface and built-in educational support, helping them move from curiosity to confidence without unnecessary complexity.
Recently, Robinhood has strenghtned its impact too, particularly in the UK. With the launch of AI-powered Digests within its Robinhood Cortex assistant that helps users understand what's driving stock movements in plain English, while upcoming options trading and expanded educational resources add flexibility and depth. Together, these steps position Robinhood as a platform evolving alongside its users, blending technology and education to stay ahead in an ever-changing investment landscape.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 13 rounds)
Feb 2021
$2.4bn
CONVERTIBLE
Jan 2021
$1bn
LATE VC
Total funding: $5.6bn
Company HQ
Downtown Menlo Park, Menlo Park, CA
Leadership
Vlad Tenev
(Co-Founder, CEO & Chairman)Studied Mathematics at Stanford University, where they met Baiju. Dropped out of a PhD to start Robinhood. Alongside Robinhood, Vlad is also the co-founder and Executive Chairman of Harmonic.
Baiju B.
(Co-Founder)Studied Mathematics and Physics at Stanford University, where they met their Vlad and co-founded Robinhood in 2012. Baiju is also the Founder and CEO of Aetherflux.
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