Customer Experience Specialist, Executive Office
Robinhood helps users invest in stocks, ETFs, options, and cryptocurrencies through commission-free trading with no minimum account requirements.
Funding history
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About Robinhood
Robinhood helps retail investors access financial markets through commission-free trading of stocks, ETFs, options, and cryptocurrencies. With it, users can invest with no account minimums, earn rewards through retirement accounts with matching contributions, and access advanced trading tools. Robinhood democratizes investing by making financial markets accessible to everyone, not just wealthy investors.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
Investigate and resolve sensitive customer cases requiring advanced problem solving, sound judgment, and strong communication. Collaborate with cross-functional partners on complex issues, escalations, formal complaints, regulatory inquiries, and high-risk channels while protecting the customer experience and Robinhood brand.
Requirements
- FINRA Series 7 and 63 licenses required
- 2+ years of customer support or service experience in financial services
- FINRA Series 24 or 9/10 and Series 66 preferred, with required licenses to be obtained after employment if needed
- Strong analytical and investigative skills
- Experience managing highly escalated or sensitive customer situations
- Strong ownership, judgment, and adaptability
- Exceptional written and verbal communication skills
Responsibilities
- Resolve customer escalations across support channels
- Investigate and resolve complex customer issues 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 professionalism and empathy
- Manage high-visibility cases from social media and public platforms while protecting the customer experience and Robinhood brand
Benefits
- Challenging, high-impact work to grow your career
- Performance-driven compensation with bonus programs, equity ownership, and 401(k) matching
- 100% paid employee health insurance and 90% dependent coverage
- Flexible lifestyle wallet for wellness, learning, and more
- Employer-paid life and disability insurance, fertility benefits, and mental health benefits
- Company holidays, paid time off, sick time, and parental leave
- Catered meals, events, and comfortable office workspaces
