Customer Experience Escalations Specialist - Social
Robinhood, Denver, CO, United States
Customer Experience Escalations Specialist - Social
Join us in building the future of finance.
Our mission is to democratize finance for all. An estimated $124 trillion of assets will be inherited by younger generations in the next two decades. The largest transfer of wealth in human history. If you’re ready to be at the epicenter of this historic cultural and financial shift, keep reading.
About the team + role 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,
Social representatives
focus on high-visibility customer cases surfaced through public platforms, helping ensure timely resolution and thoughtful engagement for issues impacting our brand in public forums. We partner closely with support, operations, compliance, and leadership teams to deliver thoughtful resolutions while upholding the highest standards of trust, accountability, and service excellence.
Schedule & Work Environment This role is based in our Denver, CO or Westlake, TX office and requires 100% in-office attendance.
The team operates seven days a week from 7:00 a.m. to 10:00 p.m. ET. Employees will work either five 8-hour shifts or four 10-hour shifts per week, depending on business needs. Specific schedules will be determined after hire.
At Robinhood, we believe in the power of in-person work to accelerate progress, spark innovation, and strengthen community. Our office experience is intentional, energizing, and designed to fully support high-performing teams.
What you’ll do
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.
What you bring
FINRA Series 7 and 63 licenses required
1-2 years of customer support or service experience in financial services
FINRA Series 24 (or 9/10) required or obtained within 120 days of hire for executive office team members
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.
What we offer
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!
Exceptional office experience with catered meals, events, and comfortable workspaces.
In addition to the base pay range listed below, this role is also eligible for bonus opportunities + benefits.
Base pay for the successful applicant will depend on a variety of job-related factors, which may include education, training, experience, location, business needs, or market demands. The expected base pay range for this role is based on the location where the work will be performed and is aligned to one of 3 compensation zones. For other locations not listed, compensation can be discussed with your recruiter during the interview process.
Base Pay Range:
Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC)
$28.10 - $33 USD
Zone 2 (Denver, CO; Westlake, TX; Chicago, IL)
$28.10 - $33 USD
Zone 3 (Lake Mary, FL; Clearwater, FL; Gainesville, FL)
$27.20 - $32 USD
Click here to learn more about our Total Rewards, which vary by region and entity.
If our mission energizes you and you’re ready to build the future of finance, we look forward to seeing your application.
Equal Employment Opportunity Information At Robinhood, we care deeply about diverse representation in our workforce as it supports our mission to democratize finance for all. In support of this goal, we encourage applicants to voluntarily identify demographic information. This information helps us to continue building a more inclusive workplace and to ensure effective recruiting programs that are inclusive of individuals across all backgrounds.
Self-identifying in this section is completely voluntary and if you choose not to provide any information, please select the “I don't wish to answer” option under that question. Whatever your decision, data that you provide in this section will not be considered in the hiring process or thereafter. Individuals seeking employment at Robinhood are considered without regard to race, color, religion, national origin, age, sex, sexual orientation, marital status, ancestry, physical or mental disability, neurodivergence, veteran status, gender identity or expression, or any other characteristic protected by law.
You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity recordkeeping, reporting, and other legal requirements, and to be used in our efforts to recruit a diverse workforce. Any information that you do provide will be recorded and maintained in a confidential manner. For more information on EEOC definitions, please reference this document.
What is your gender identity? * Select...
What is your race or ethnicity? * Select...
What is your military status? * Select...
What is your disability status? * Select...
Do you identify as part of the LGBTQ+ community? Select...
By checking this box, I consent to Robinhood collecting, storing, and processing my responses to the demographic data surveys above. *
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About the team + role 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,
Social representatives
focus on high-visibility customer cases surfaced through public platforms, helping ensure timely resolution and thoughtful engagement for issues impacting our brand in public forums. We partner closely with support, operations, compliance, and leadership teams to deliver thoughtful resolutions while upholding the highest standards of trust, accountability, and service excellence.
Schedule & Work Environment This role is based in our Denver, CO or Westlake, TX office and requires 100% in-office attendance.
The team operates seven days a week from 7:00 a.m. to 10:00 p.m. ET. Employees will work either five 8-hour shifts or four 10-hour shifts per week, depending on business needs. Specific schedules will be determined after hire.
At Robinhood, we believe in the power of in-person work to accelerate progress, spark innovation, and strengthen community. Our office experience is intentional, energizing, and designed to fully support high-performing teams.
What you’ll do
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.
What you bring
FINRA Series 7 and 63 licenses required
1-2 years of customer support or service experience in financial services
FINRA Series 24 (or 9/10) required or obtained within 120 days of hire for executive office team members
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.
What we offer
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!
Exceptional office experience with catered meals, events, and comfortable workspaces.
In addition to the base pay range listed below, this role is also eligible for bonus opportunities + benefits.
Base pay for the successful applicant will depend on a variety of job-related factors, which may include education, training, experience, location, business needs, or market demands. The expected base pay range for this role is based on the location where the work will be performed and is aligned to one of 3 compensation zones. For other locations not listed, compensation can be discussed with your recruiter during the interview process.
Base Pay Range:
Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC)
$28.10 - $33 USD
Zone 2 (Denver, CO; Westlake, TX; Chicago, IL)
$28.10 - $33 USD
Zone 3 (Lake Mary, FL; Clearwater, FL; Gainesville, FL)
$27.20 - $32 USD
Click here to learn more about our Total Rewards, which vary by region and entity.
If our mission energizes you and you’re ready to build the future of finance, we look forward to seeing your application.
Equal Employment Opportunity Information At Robinhood, we care deeply about diverse representation in our workforce as it supports our mission to democratize finance for all. In support of this goal, we encourage applicants to voluntarily identify demographic information. This information helps us to continue building a more inclusive workplace and to ensure effective recruiting programs that are inclusive of individuals across all backgrounds.
Self-identifying in this section is completely voluntary and if you choose not to provide any information, please select the “I don't wish to answer” option under that question. Whatever your decision, data that you provide in this section will not be considered in the hiring process or thereafter. Individuals seeking employment at Robinhood are considered without regard to race, color, religion, national origin, age, sex, sexual orientation, marital status, ancestry, physical or mental disability, neurodivergence, veteran status, gender identity or expression, or any other characteristic protected by law.
You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity recordkeeping, reporting, and other legal requirements, and to be used in our efforts to recruit a diverse workforce. Any information that you do provide will be recorded and maintained in a confidential manner. For more information on EEOC definitions, please reference this document.
What is your gender identity? * Select...
What is your race or ethnicity? * Select...
What is your military status? * Select...
What is your disability status? * Select...
Do you identify as part of the LGBTQ+ community? Select...
By checking this box, I consent to Robinhood collecting, storing, and processing my responses to the demographic data surveys above. *
#J-18808-Ljbffr