Customer Experience Representative, Executive Office

Robinhood•Denver, TX

1d•Hybrid

About The Position

Robinhood is building an elite team to apply frontier technologies to the world’s biggest financial problems. They are looking for bold thinkers and sharp problem-solvers who are wired to make an impact. This is a high-performing, fast-moving team with ethics at the center of everything they do. 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 their Denver, CO, or Westlake, TX office(s), with in-person attendance expected at least 3 days per week. Robinhood believes in the power of in-person work to accelerate progress, spark innovation, and strengthen community. Their 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

Performance-driven compensation with multipliers for outsized impact
Bonus programs
Equity ownership
401(k) matching
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
Mental health benefits
Company holidays
Paid time off
Sick time
Parental leave
Catered meals
Events
Comfortable workspaces