Customer Experience Representative (Concierge)

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 collaborate with internal teams to improve products and services.

Responsibilities

• Success in this role is measured by meeting customer conversation targets, maintaining high customer satisfaction ratings, and demonstrating subject matter confidence across advanced brokerage products.
• 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.
• Experience with CRM tools and feedback systems (e.g., Salesforce, Slack)

Requirements

• Provide exceptional support to high-value clients by resolving complex issues efficiently, while demonstrating empathy and a deep understanding of their needs.
• 3+ years of experience at a brokerage or within a licensed financial services environment
• 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

FINRA Series 7 and 63 required

• Excellent verbal and written communication skills—able to translate complex topics clearly and effectively
• Adaptable and self-motivated in a fast-paced, constantly evolving environment

Preferred

• Passionate about customer advocacy, financial literacy, and building long-term relationships
• Solid proficiency in multi-leg options strategies, margin trading, cryptocurrencies, and futures