Customer Experience Representative (Concierge)

Join Robinhood's Customer Experience team as a Concierge Desk Representative. In this role, you will provide exceptional support to high-value clients, resolve complex issues, and proactively engage with customers to enhance their financial journeys. You will serve as a trusted point of contact for customers navigating advanced financial tools and will share insights from customer interactions with internal teams to improve products and services. Success in this role is measured by meeting targets for goal-based customer conversations, maintaining high customer satisfaction ratings, and demonstrating subject matter confidence across advanced brokerage products.

• 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.
• Share insights and themes from customer interactions with internal teams to improve products and services.
• Adaptable and self-motivated in a fast-paced, constantly evolving environment
• 3+ years of experience at a brokerage or within a licensed financial services environment
• Solid proficiency in multi-leg options strategies, margin trading, cryptocurrencies, and futures
• Passionate about customer advocacy, financial literacy, and building long-term relationships
• FINRA Series 7 and 63 required
• 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
• Experience with CRM tools and feedback systems (e.g., Salesforce, Slack)
• Excellent verbal and written communication skills—able to translate complex topics clearly and effectively