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Customer Experience Representative, Concierge
About the position
Robinhood's Customer Experience team is committed to providing an outstanding customer experience. In your role as a Concierge Desk Representative, you will be empowered to help our most active customers with some of their most complex issues and seek to develop long lasting relationships. In particular, your work will strive to resolve all issues experienced by our most engaged customers. Your job is not only to help our customers with the issues they encounter, but to proactively engage this subset of customers to educate, add value, and attempt to address early indications of problems. You will help us learn as a company from each interaction, so that we can make our customer's experience, using our products, as seamless as possible. As a Representative for the Concierge team, you'll be the company's voice and will use exceptional empathy and product expertise to ensure our users feel understood and valued. Your mission will be to solve customer issues efficiently and effectively, while proactively connecting with them throughout the day. This role is based in our Denver, CO, and Westlake, TX office(s), with in-person attendance expected 5 days per week during the onboarding period and at least 3 days per week afterwards. Applications will be accepted ongoing. Shift Flexibility: Includes options for daytime shifts with varying hours, as well as the opportunity to transition to a remote overnight shift post-training. 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.
Responsibilities
- Provide exceptional support to high-value clients by resolving complex issues efficiently, while demonstrating empathy and a deep understanding of their needs.
- Conduct personalized, goal-oriented conversations with customers to understand and support their financial journeys.
- Provide clear, compliant, and confident guidance across a range of investment products and strategies.
- Serve as a trusted point of contact for customers navigating complex financial tools including multi-leg options, margin, crypto, and futures.
- Consistently deliver high customer satisfaction, tracked through customer feedback.
- Share insights and themes from customer interactions with internal teams to improve products and services.
- Collaborate with peers to optimize outreach strategies and support workflows.
Requirements
- 3+ years of experience at a brokerage or within a licensed financial services environment.
- FINRA Series 7 and 63 required.
- Solid proficiency in multi-leg options strategies, margin trading, cryptocurrencies, and futures.
- Excellent verbal and written communication skills—able to translate complex topics clearly and effectively.
- Passionate about customer advocacy, financial literacy, and building long-term relationships.
- Adaptable and self-motivated in a fast-paced, constantly evolving environment.
- Experience with CRM tools and feedback systems (e.g., Salesforce, Slack).
Nice-to-haves
- FINRA Series 3 and Series 66 licenses are preferred and must be obtained within a certain amount of days of employment if not already held.
Benefits
- Performance driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching
- 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.
