Customer Experience Escalations Specialist

📋 Description

• Investigate and resolve escalated customer cases, including leadership and regulatory inquiries.
• Collaborate with Compliance, Legal, and senior leadership to summarize risk and outcomes.
• Handle high-visibility cases from social media and public channels with timely resolutions.
• Support executive office escalations with thoughtful, formal resolutions.
• Ensure professional communication and protect Robinhood’s brand.

🎯 Requirements

• FINRA Series 7 and 63 licenses required
• 2+ years of customer support in financial services
• FINRA Series 24 (or 9/10) required or obtained within 120 days
• Strong analytical and investigative skills
• Experience handling highly escalated or sensitive situations
• Strong ownership, judgment, and adaptability
• Excellent written and verbal communication with executives and cross-functional partners

🎁 Benefits

• Challenging, high-impact work to grow your career
• Performance-driven pay with bonuses, equity, and 401(k) matching
• 100% paid health insurance for employees
• Lifestyle wallet for wellness, learning, and more
• Employer-paid life and disability insurance
• Time off to recharge including holidays, PTO, sick time, parental leave, and more
• Exceptional office experience with catered meals, events, and a collaborative environment