Customer Experience Specialist, Executive Office
Core
Investigate and resolve sensitive, high-visibility customer escalations, regulatory inquiries, and formal complaints for a financial services platform.
Role type
Senior Customer Experience Escalations Specialist
Builds
Trust and brand protection for Robinhood's customer base
Domain
Financial Services / Wealth Management
Deliverable
client delivery
Required skills
Advanced problem-solving, sound judgment, root cause analysis, de-escalation techniques, risk assessment, regulatory knowledge, complex issue resolution
Preferred skills
FINRA Series 24 (or 9/10) and Series 66 licenses, experience with social media crisis management
Technologies
N/A
Responsibilities
Resolve escalated customer cases from leadership or regulatory bodies; partner with Compliance and Legal for risk assessments; conduct root cause analysis; manage high-visibility social media cases; de-escalate sensitive situations
Seniority
Mid-level, hands-on IC