Customer Experience Escalations Specialist - Social

Our mission is to democratize finance for all. An estimated $124 trillion of assets will be inherited by younger generations in the next two decades. The largest transfer of wealth in human history. If you’re ready to be at the epicenter of this historic cultural and financial shift, keep reading.

Robinhood’s Customer Experience team plays a critical role in Democratizing Finance for All! We are expanding our core customer experience team adding new executive office and social representatives. These team members play a critical role in the customer experience supporting escalated and high visibility cases. 

As a Customer Experience Escalations Specialist, you will investigate and resolve sensitive customer cases that require advanced problem-solving, sound judgment, and strong communication. You’ll collaborate with cross-functional partners to ensure timely resolution of complex issues while protecting the customer experience and the Robinhood brand.

Within this role, Social representatives focus on high-visibility customer cases surfaced through public platforms, helping ensure timely resolution and thoughtful engagement for issues impacting our brand in public forums. We partner closely with support, operations, compliance, and leadership teams to deliver thoughtful resolutions while upholding the highest standards of trust, accountability, and service excellence.

At Robinhood, we believe in the power of in-person work to accelerate progress, spark innovation, and strengthen community. Our office experience is intentional, energizing, and designed to fully support high-performing teams. 

• →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.

• FINRA Series 7 and 63 licenses required
• 1-2 years of customer support or service experience in financial services
• FINRA Series 24 (or 9/10) required or obtained within 120 days of hire for executive office team members
• 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.