Customer Experience Representative, Concierge

Join a leading fintech company that's democratizing finance for all.

Robinhood Markets was founded on a simple idea: that our financial markets should be accessible to all. With customers at the heart of our decisions, Robinhood and its subsidiaries and affiliates are lowering barriers and providing greater access to financial information. Together, we are building products and services that help create a financial system everyone can participate in.

With growth as the top priority...

The business is seeking curious, growth-minded thinkers to help shape our vision, structures and systems; playing a key-role as we launch into our ambitious future. If you're invigorated by our mission, values, and drive to change the world - we'd love to have you apply.

About the team + role

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. 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. See an opportunity to improve customer trust at scale, or your own team's efficiency? Self-starters who spot and solve problems thrive at Robinhood, and you'll have a special role as the voice of our customers.

Overtime opportunities may be available on evenings and weekends. During extreme business needs, overtime could be mandated.

The role is located in the office location(s) listed on this job description which will align with our in-office working environment. Please connect with your recruiter for more information regarding our in-office philosophy and expectations.

Applications for this role will be accepted through ongoing. Please connect with your recruiter for more information about this role's application window.

What you'll do

• 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.

What you bring

• 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.

Bonus Points

• FINRA Series 3 and/or Series 66 licenses. (required within first 180 days)
• Experience with CRM tools and feedback systems (e.g., Salesforce, Slack).

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.

What we offer

• Market competitive and pay equity-focused compensation structure
• 100% paid health insurance for employees with 90% coverage for dependents
• Annual lifestyle wallet for personal wellness, learning and development, and more!
• Lifetime maximum benefit for family forming and fertility benefits
• Dedicated mental health support for employees and eligible dependents
• Generous time away including company holidays, paid time off, sick time, parental leave, and more!
• Lively office environment with catered meals, fully stocked kitchens, and geo-specific commuter benefits

Base pay for the successful applicant will depend on a variety of job-related factors, which may include education, training, experience, location, business needs, or market demands. The expected hourly range for this role is based on the location where the work will be performed and is aligned to one of 3 compensation zones. This role is also eligible to participate in a Robinhood bonus plan.

Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC)

$34-$40 USD

Zone 2 (Denver, CO; Westlake, TX; Chicago, IL)

$34-$40 USD

Zone 3 (Lake Mary, FL; Clearwater, FL; Gainesville, FL)

$33.15-$39 USD

Click here to learn more about available Benefits, which vary by region and Robinhood entity.

We're looking for more growth-minded and collaborative people to be a part of our journey in democratizing finance for all. If you're ready to give 100% in helping us achieve our mission-we'd love to have you apply even if you feel unsure about whether you meet every single requirement in this posting. At Robinhood, we're looking for people invigorated by our mission, values, and drive to change the world, not just those who simply check off all the boxes.

Robinhood embraces a diversity of backgrounds and experiences and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone. Additionally, Robinhood provides reasonable accommodations for candidates on request and respects applicants' privacy rights. Please review the specific Robinhood Privacy Policy applicable to the country where you are applying.