Customer Experience Representative, Social

Robinhood
Denver
Workplace: OnsiteFull timeUSD 27.2 - 33Function: Customer Success & Account ManagementExperience: 1-4 yearsSkills: ["Analytical skills","Investigative skills","Judgment","De-escalation","Written and verbal communication"]

Investigate and resolve sensitive, high-visibility customer cases surfaced through support channels and public social platforms. Conduct deep analysis and root-cause investigations, de-escalate situations with professionalism and empathy, and coordinate timely responses. Partner with Compliance, Legal, Operations, and senior leadership to deliver case summaries, risk assessments, and resolution outcomes that protect both customer experience and the Robinhood brand.

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Robinhood
Robinhood
4 days ago

Customer Experience Representative, Social

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Last checked: 2 hours agoStatus: Live

Job Summary

Investigate and resolve sensitive, high-visibility customer cases surfaced through support channels and public social platforms. Conduct deep analysis and root-cause investigations, de-escalate situations with professionalism and empathy, and coordinate timely responses. Partner with Compliance, Legal, Operations, and senior leadership to deliver case summaries, risk assessments, and resolution outcomes that protect both customer experience and the Robinhood brand.
Location: Denver
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Entry level

Key Responsibilities

  • •Resolve customer escalations across support channels.
  • •Investigate and resolve complex, sensitive cases escalated by leadership, regulatory bodies, or high-profile customers.
  • •Partner with Compliance, Legal, and senior leadership with case summaries, risk assessments, and resolution outcomes.
  • •Conduct root cause analysis and recommend improvements to prevent poor customer experiences.
  • •Manage high-visibility social media and public platform cases to ensure timely, thoughtful engagement and coordinated resolutions.

Pay and Benefits

Salary: USD 27.2 - 33
Equity and Bonus:Equity
Perks:Health Insurance401kLife InsuranceDisability InsurancePaid LeaveParental Leave

Key Requirements

  • •FINRA Series 7 and 63 licenses required.
  • •Ability to obtain FINRA Series 3 and 66.
  • •1-4 years of customer support or service experience in financial services.
  • •Strong analytical and investigative skills to resolve complex issues independently.
  • •Experience managing highly escalated or sensitive customer situations with strong communication and professionalism.
Experience:1-4 yearsFinancial services
Skills:Analytical skillsInvestigative skillsJudgmentDe-escalationWritten and verbal communication
Licenses:FINRA Series 7FINRA Series 63FINRA Series 3FINRA Series 66

Company Brief

Robinhood
Commission-free trading platform offering stocks, ETFs, options, and cryptocurrencies, plus cash management and retirement products. Aims to democratize finance through easy-to-use mobile and web apps for retail investors.
Industry: Trading Platforms
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Menlo Park, United States
Founded: 2013
WebsiteLinkedIn