Customer Experience Representative, Social

About This RoleAI processing…

Key Responsibilities

• 1
  Resolve customer escalations across support channels
• 2
  Investigate and resolve complex customer issues, including cases escalated by leadership, regulatory bodies, or high-profile customers.
• 3
  Partner with Compliance, Legal, and senior leadership to provide case summaries, risk assessments, and resolution outcomes.
• 4
  Conduct root cause analysis to identify drivers of poor customer experiences and recommend improvements.
• 5
  De-escalate sensitive customer situations while maintaining a high standard of professionalism and empathy.
• 6
  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.

Requirements

• FINRA Series 7 and 63 licenses required
• 1-4 years of customer support or service experience in financial services
• FINRA Series 3 and 66 to obtain
• 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
• Exceptional written and verbal communication skills, with the ability to clearly explain complex issues, deliver thoughtful updates, and engage professionally with customers, executives, and cross-functional partners.

Perks & Benefits