Customer Experience Representative, Social (Fintech)

Location: Denver, CO or Westlake, TX office; 100% in-office attendance required. The team operates seven days a week from 7:00 a.m. to 10:00 p.m. ET, with five 8-hour shifts or four 10-hour shifts depending on business needs.

Base pay: $28.10–$33 per hour in Zone 2 locations, including Denver and Westlake; other compensation zones range from $27.20–$33 per hour.

Company

Robinhood is a financial services company focused on democratizing finance for all.

What you will do

• Resolve customer escalations across support channels, including complex cases raised by leadership, regulatory bodies, and high-profile customers.
• Manage high-visibility cases originating from social media and public platforms.
• Investigate sensitive customer issues, de-escalate situations, and provide professional, empathetic responses.
• Partner with Compliance, Legal, support, operations, and senior leadership on case summaries, risk assessments, and resolution outcomes.
• Conduct root cause analysis and recommend improvements to address drivers of poor customer experiences.

Requirements

• FINRA Series 7 and Series 63 licenses required.
• FINRA Series 3 and Series 66 licenses must be obtained.
• 1–4 years of customer support or service experience in financial services.
• Strong analytical, investigative, judgment, ownership, and problem-solving skills.
• Experience managing highly escalated or sensitive customer situations.
• Exceptional written and verbal communication skills for explaining complex issues and engaging with customers, executives, and cross-functional partners.

Culture & Benefits

• Performance-driven compensation with bonus opportunities, equity ownership, and 401(k) matching.
• 100% paid health insurance for employees and 90% coverage for dependents.
• Flexible lifestyle wallet for wellness, learning, and other expenses.
• Employer-paid life and disability insurance, fertility benefits, and mental health benefits.
• Paid company holidays, paid time off, sick time, and parental leave.
• In-office experience with catered meals, events, and comfortable workspaces.