Customer Experience Escalations Specialist - Social

FINRA Series 7 and 63 licenses required

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

Experience managing highly escalated or sensitive customer situations

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!

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.

Robinhood’s Customer Experience team plays a critical role in Democratizing Finance for All! We are expanding our core customer experience team adding new executive office and social representatives. These team members play a critical role in the customer experience supporting escalated and high visibility cases.

As a Customer Experience Escalations Specialist, you will investigate and resolve sensitive customer cases that require advanced problem-solving, sound judgment, and strong communication. You’ll collaborate with cross-functional partners to ensure timely resolution of complex issues while protecting the customer experience and the Robinhood brand.

Within this role,

Executive Office

team members focus on escalations and formal complaints originating from leadership, regulatory inquiries, or other high-risk channels.

Social representatives