About the role
Robinhood Markets, Inc. aims to make finance accessible to everyone. The company’s Customer Experience team plays a key role in this mission by managing sensitive and high-visibility customer situations. As part of a specialized Executive Office group, the Customer Experience Representative handles escalated and high-risk cases, including formal complaints and inquiries from leadership, regulatory bodies, or other important channels.
Role overview
This position focuses on resolving complex customer escalations across multiple support channels. Representatives investigate challenging issues, often those brought forward by senior leadership, regulatory agencies, or high-profile customers. The role requires close collaboration with support, operations, compliance, and leadership teams to ensure each case is handled with care and professionalism.
Work location and schedule
This is an onsite role based in either Denver, CO or Westlake, TX. 100% in-office attendance is required. The team supports customers seven days a week, from 7:00 a.m. to 10:00 p.m. ET. Schedules may include five 8-hour shifts or four 10-hour shifts per week, determined after hire. Robinhood’s offices are designed to foster in-person collaboration and support high-performing teams.
What you will do
- Resolve customer escalations through various support channels
- Investigate and manage complex or high-risk issues, especially those escalated by leadership, regulatory agencies, or high-profile customers
- Work with Compliance, Legal, and senior leaders to prepare detailed case summaries, risk assessments, and communications
