Customer Experience Representative, Concierge

As a Customer Experience Representative on Robinhood's Concierge team, you help the company's most active customers resolve complex issues and build lasting relationships. You combine exceptional empathy and product expertise to ensure users feel understood and valued, while proactively engaging customers to educate them, add value, and address early signs of problems. Your work helps Robinhood learn from every interaction so the customer experience becomes seamless.

What you'll do

• Provide exceptional support to high-value clients by resolving complex issues efficiently, while demonstrating empathy and a deep understanding of their needs.
• Conduct personalized, goal-oriented conversations with customers to understand and support their financial journeys.
• Provide clear, compliant, and confident guidance across a range of investment products and strategies.
• Serve as a trusted point of contact for customers navigating complex financial tools including multi-leg options, margin, crypto, and futures.
• Consistently deliver high customer satisfaction, tracked through customer feedback.
• Share insights and themes from customer interactions with internal teams to improve products and services.
• Collaborate with peers to optimize outreach strategies and support workflows.

What you bring

• 3+ years of experience at a brokerage or within a licensed financial services environment.
• FINRA Series 7 and 63 licenses required.
• Solid proficiency in multi-leg options strategies, margin trading, cryptocurrencies, and futures.
• Excellent verbal and written communication skills, able to translate complex topics clearly and effectively.
• Passion for customer advocacy, financial literacy, and building long-term relationships.
• Adaptability and self-motivation in a fast-paced, constantly evolving environment.
• Experience with CRM tools and feedback systems such as Salesforce and Slack.

Nice to have

• FINRA Series 3 and Series 66 licenses.

What we offer

• Hourly pay: $34-$40 USD (Denver, CO; Westlake, TX; Chicago, IL) or $33.15-$39 USD (Lake Mary, FL; Clearwater, FL; Gainesville, FL), depending on location.
• Performance-driven compensation with bonuses, equity ownership, and 401(k) matching.
• 100% paid health insurance for employees, 90% coverage for dependents.
• Lifestyle wallet, a flexible benefits spending account for wellness and learning.
• Employer-paid life and disability insurance, fertility benefits, and mental health benefits.
• Paid time off, company holidays, sick time, and parental leave.
• In-person work at Denver, CO or Westlake, TX office, with 5 days per week during onboarding and at least 3 days per week afterwards. Shift options include daytime shifts with varying hours and the opportunity to transition to a remote overnight shift after training.
• Catered meals, events, and comfortable workspaces.

About Robinhood

Robinhood's mission is to democratize finance for all. The company builds frontier technologies to solve the world's biggest financial problems and serves as a trusted platform for millions of customers managing their financial journeys.