Customer Experience Representative,… at Robinhood · Westlake

Join us in building the future of finance. 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. About the team + role 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. This role is based in our Denver, CO, or Westlake, TX office(s), with in-person attendance expected at least 3 days per week. 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. What you’ll do 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 What you bring 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 What we offer Challenging, high-impact work to grow your career. Performance-driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching. Best-in-class benefits to fuel your work, including 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 & disability insurance, fertility benefits, and mental health benefits. Time off to recharge including company holidays, paid time off, sick time, parental leave, and more! Exceptional office experience with catered meals, events, and comfortable workspaces. In addition to the base pay range listed below, this role is also eligible for bonus opportunities + benefits. Base pay for the successful applicant will depend on a variety of job-related factors, which may include education, training, experience, location, business needs, or market demands. The expected base pay range for this role is based on the location where the work will be performed and is aligned to one of 3 compensation zones. For other locations not listed, compensation can be discussed with your recruiter during the interview process. Base Pay Range: Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC) $34—$40 USD Zone 2 (Denver, CO; Westlake, TX; Chicago, IL) $34—$40 USD Zone 3 (Lake Mary, FL; Clearwater, FL; Gainesville, FL) $33.15—$39 USD Click here to learn more about our Total Rewards, which vary by region and entity. If our mission energizes you and you’re ready to build the future of finance, we look forward to seeing your application. Robinhood provides equal opportunity for all applicants, offers reasonable accommodations upon request, and complies with applicable equal employment and privacy laws. Inclusion is built into how we hire and work—welcoming different backgrounds, perspectives, and experiences so everyone can do their best. 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