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

2+ years of customer support or service experience in financial services

FINRA Series 3 and Series 66 are preferred and must be obtained within a certain amount of days of employment if not already held.

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

Customer Experience Specialist, Executive Office

Responsibilities

Qualification

Required

Preferred

Benefits

Company

Robinhood

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