Customer Experience Representative, Executive Office

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 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.

This role is based in our Denver, CO or Westlake, TX office(s), with in-person attendance expected at least 5 days per week.

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.

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 3 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
  • Top Tier benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents
  • Access to the Robinhood Employee Fund that gives eligible US employees the opportunity to invest in a private employee fund that provides exposure to Robinhood Ventures funds.
  • Access to the best AI tools on the market and continuous AI skill-building for every employee, technical or not.
  • 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.