Customer Experience Representative, Executive Office

Robinhood • Westlake, TX

20h • Hybrid

About The Position

The Customer Experience team’s mission is to provide reliable, accurate, and timely support to customers, many of whom are navigating financial products for the first time. The team partners closely with Compliance, Legal, Risk, and Product teams to identify issues, resolve customer concerns, and improve the overall support experience.
As a Customer Experience Executive Escalations (EO) Specialist, you will handle complex and high-priority customer issues that require detailed investigation, strong judgment, and clear communication. You will work across multiple communication channels and collaborate with internal partners to resolve sensitive cases, including regulatory inquiries and executive-level escalations. This role plays a key part in identifying root causes of customer issues and contributing to improvements in processes and support quality.
This role is based in our Denver, CO, or Westlake, TX office(s), with in-person attendance expected at least 3 days per 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.

Requirements

• FINRA Series 7 and 63 licenses, and either hold or can obtain Series 66 and Series 24 (or 9/10) within 120 days of hire
• 3+ years of experience in a customer support or service role within financial services
• Ability to assess complex situations, apply structured problem-solving, and prioritize effectively in time-sensitive scenarios
• Comfortable working independently during operating hours, including participation in on-call support as needed
• Strong communication skills and ability to navigate emotionally sensitive or technically complex customer interactions across multiple channels

Responsibilities

• Resolve complex, high-priority customer issues across phone, chat, email, and internal messaging channels with accuracy and empathy
• Manage executive escalations involving senior stakeholders, including board members, public figures, and high-visibility customers
• Investigate and resolve complaints referred by regulatory bodies (e.g., SEC, FINRA, CFPB) and third-party platforms, ensuring thorough documentation and risk awareness
• Analyze trends and recurring issues to identify root causes and recommend process improvements that reduce future escalations
• Communicate findings and resolution summaries clearly to internal partners including Legal, Compliance, and senior leadership

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees