Customer Experience Representative, Executive Office

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.

We are building an elite team, applying frontier technologies to the world’s biggest financial problems. We’re looking for bold thinkers. Sharp problem-solvers. Builders who are wired to make an impact. Robinhood isn’t a place for complacency, it’s where ambitious people do the best work of their careers. We’re a high-performing, fast-moving team with ethics at the center of everything we do. Expectations are high, and so are the rewards. 

The Customer Experience team’s mission is to provide reliable, accurate, and timely support to customers, many of whom are navigating financial products for the first time. The team partners closely with Compliance, Legal, Risk, and Product teams to identify issues, resolve customer concerns, and improve the overall support experience.

As a Customer Experience Executive Escalations (EO) Specialist, you will handle complex and high-priority customer issues that require detailed investigation, strong judgment, and clear communication. You will work across multiple communication channels and collaborate with internal partners to resolve sensitive cases, including regulatory inquiries and executive-level escalations. This role plays a key part in identifying root causes of customer issues and contributing to improvements in processes and support quality.

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. 

• →You will resolve complex, high-priority customer issues across phone, chat, email, and internal messaging channels with accuracy and empathy
• →You will manage executive escalations involving senior stakeholders, including board members, public figures, and high-visibility customers
• →You will investigate and resolve complaints referred by regulatory bodies (e.g., SEC, FINRA, CFPB) and third-party platforms, ensuring thorough documentation and risk awareness
• →You will analyze trends and recurring issues to identify root causes and recommend process improvements that reduce future escalations
• →You will communicate findings and resolution summaries clearly to internal partners including Legal, Compliance, and senior leadership

• You have FINRA Series 7 and 63 licenses, and either hold or can obtain Series 66 and Series 24 (or 9/10) within 120 days of hire
• You have 3+ years of experience in a customer support or service role within financial services
• You can assess complex situations, apply structured problem-solving, and prioritize effectively in time-sensitive scenarios
• You are comfortable working independently during operating hours, including participation in on-call support as needed
• You demonstrate strong communication skills and can navigate emotionally sensitive or technically complex customer interactions across multiple channels