Customer Experience Representative, Social

As a Customer Experience Representative, Social at Robinhood, you investigate and resolve sensitive customer cases surfaced through public platforms and escalation channels. You work with cross-functional partners including Compliance, Legal, and senior leadership to deliver thoughtful resolutions while protecting the customer experience and the Robinhood brand. The team operates seven days a week from 7:00 a.m. to 10:00 p.m. ET, with schedules of either five 8-hour shifts or four 10-hour shifts per week depending on business needs.

What you'll do

• Resolve customer escalations across support channels
• Investigate and resolve complex customer issues, including cases 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 a high standard of professionalism and empathy
• Manage and resolve high-visibility customer cases originating from social media and public platforms, ensuring timely responses, thoughtful engagement, and coordinated resolutions that protect the customer experience and Robinhood's brand

What you bring

• FINRA Series 7 and 63 licenses required
• 1 to 4 years of customer support or service experience in financial services
• FINRA Series 3 and 66 to obtain
• Strong analytical and investigative skills with the ability to resolve complex issues independently
• Experience managing highly escalated or sensitive customer situations
• Strong ownership, judgment, and ability to adapt to changing priorities
• Exceptional written and verbal communication skills, with the ability to clearly explain complex issues, deliver thoughtful updates, and engage professionally with customers, executives, and cross-functional partners

What we offer

• Base pay of $28.10-$33 USD per hour (Zone 2: Denver, CO and Westlake, TX), with other zones available
• Performance-driven compensation with multipliers for outsized impact, bonus programs, and 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 and disability insurance, fertility benefits, and mental health benefits
• Paid time off, sick time, parental leave, and company holidays
• Exceptional office experience with catered meals, events, and comfortable workspaces

About Robinhood

Robinhood's mission is to democratize finance for all. The company operates a customer experience team handling escalated and high-visibility cases, with this role based in Denver, CO or Westlake, TX requiring 100% in-office attendance.