Taking applicationsVoice Support·Posted 14h ago
Customer Experience Representative, Executive Office
RobinhoodVerified company
Chicago, IL, United States
Pay
$34–$40/hr
Job type
Full-time · On-site
Hours
US hours
Location
Chicago, IL, United States
Open to people in the United States
EnglishMid level
About the role
Customer Experience Representative in Robinhood's Executive Office handling escalated and high-visibility customer cases, including complaints from leadership and regulators. It is a full-time, in-person US office role requiring FINRA Series 7 and 63 licenses and 2+ years of financial-services support experience.
What you'll do
- Resolve customer escalations across support channels
- Investigate complex customer issues escalated by leadership, regulators, or high-profile customers
- Partner with Compliance, Legal, and senior leadership on case summaries and risk assessments
- Conduct root cause analysis and recommend improvements
- De-escalate sensitive customer situations
- Manage high-visibility cases from social media and public platforms
What you'll need
- FINRA Series 7 and 63 licenses required
- 2+ years of customer support or service experience in financial services
- FINRA Series 3 and Series 66 preferred
- Strong analytical and investigative skills
- Experience managing escalated or sensitive customer situations
- Strong ownership and judgment
- Exceptional written and verbal communication
- In-person attendance at a US office
Skills
Customer escalationsComplex issue investigationRoot cause analysisDe-escalationCross-functional collaborationWritten and verbal communicationRegulatory case handlingSocial media case management
Benefits
Health insurancePaid time offPerformance bonusEquity ownership401(k) matchingCareer growthFertility benefitsMental health benefits
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