Opportunity at
RobinhoodCustomer Experience Representative, Executive Office
Robinhood operates a financial platform with the mission of democratizing finance for all. The organization is expanding its customer experience team by hiring a Customer Experience…
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About This Role
Robinhood operates a financial platform with the mission of democratizing finance for all. The organization is expanding its customer experience team by hiring a Customer Experience Representative for the Executive Office to manage sensitive cases. In this role, the representative investigates and resolves high-visibility matters originating from leadership, regulatory inquiries, and public channels. Responsibilities include handling complex escalations, performing root cause analysis, and collaborating across departments to protect the company…
Job Description
Robinhood operates a financial platform with the mission of democratizing finance for all. The organization is expanding its customer experience team by hiring a Customer Experience Representative for the Executive Office to manage sensitive cases.
In this role, the representative investigates and resolves high-visibility matters originating from leadership, regulatory inquiries, and public channels. Responsibilities include handling complex escalations, performing root cause analysis, and collaborating across departments to protect the company brand. The position suits professionals with investigative skills who can handle sensitive client situations with empathy and sound judgment.
The schedule operates seven days a week between 7:00 a.m. and 10:00 p.m. ET. Employees work either five eight-hour shifts or four ten-hour shifts weekly based on business needs. The position is on-site at company facilities five days per week.
Total compensation includes performance-driven compensation with multipliers, bonus programs, equity ownership, and 401(k) matching. Additional offerings include fully paid employee health insurance, lifestyle wallets, life and disability coverage, fertility and mental health benefits, and paid time off.
Responsibilities
- Investigate and resolve complex client issues stemming from leadership, regulatory bodies, or high-profile accounts
- Collaborate with Compliance, Legal, and senior leadership to deliver risk assessments and case summaries
- Perform root cause analysis to identify drivers of negative experiences and propose service improvements
- De-escalate sensitive situations while maintaining professionalism and empathy
- Manage public and social media inquiries to protect the company brand
Requirements
- Hold FINRA Series 7 and Series 63 licenses
- Bring at least two years of customer support or service experience within the financial services sector
- Demonstrate strong analytical and independent investigative capabilities
- Commit to working on-site five days per week
Qualifications
- Possess FINRA Series 3 and Series 66 licenses, or obtain them within a specified timeframe after hire
Core Skills
Benefits
- Performance-driven compensation with bonus programs and equity ownership
- 401(k) matching
- 100% employer-paid health insurance for employees and 90% coverage for dependents
- Access to the Robinhood Employee Fund
- Access to market AI tools and continuous AI skill-building
- Lifestyle wallet for wellness and learning expenses
- Employer-paid life and disability insurance
- Fertility and mental health benefits
- Paid time off including holidays, sick time, and parental leave
- On-site catered meals, events, and workspaces
Frequently Asked Questions
What is the remote work policy for this position?
This role is expected to be on-site at the office at least five days per week.
What certifications are required for this role?
Applicants must hold FINRA Series 7 and Series 63 licenses. FINRA Series 3 and Series 66 are preferred and must be acquired within a certain timeframe if not already held.
What is the salary for this position?
The specific salary is not stated in the main text, though the posting lists base pay ranges by location zone for the role ranging from $33.15 to $40 USD per hour.
What are the working hours and shift options?
The team operates seven days a week from 7:00 a.m. to 10:00 p.m. ET. Employees work either five 8-hour shifts or four 10-hour shifts per week depending on business needs.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.