Customer Experience Representative (Concierge)
Posted Updated
Description
- 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
- 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
- Success in This Role Looks Like:
- Meeting or exceeding targets for goal-based customer conversations
- Maintaining high customer satisfaction ratings through empathetic, solution-oriented service
- Demonstrating subject matter confidence across advanced brokerage products
- Acting as a knowledgeable and trusted voice of the customer within Robinhood
- Experience with CRM tools and feedback systems (e.g., Salesforce, Slack)
- 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
- Passionate about customer advocacy, financial literacy, and building long-term relationships
- FINRA Series 7 and 63 required
- Excellent verbal and written communication skills—able to translate complex topics clearly and effectively
- Solid proficiency in multi-leg options strategies, margin trading, cryptocurrencies, and futures
- Adaptable and self-motivated in a fast-paced, constantly evolving environment
- Applications for this role will be accepted ongoing. Please connect with your recruiter for more information about this role’s application window