Customer Experience Representative, Concierge

Customer Experience Representative, Concierge Chicago, IL; Denver, CO; Westlake, TX Join us in building the future of finance. Our mission is to democratize finance for all. An estimated $124 trillion of assets will be inherited by younger generations in the next two decades – the largest transfer of wealth in human history. If you’re ready to be at the epicenter of this historic cultural and financial shift, keep reading. About the team + role We are building an elite team, applying frontier technologies to the world’s biggest financial problems. We’re looking for bold thinkers, sharp problem‑solvers, and builders who are wired to make an impact. Robinhood isn’t a place for complacency; it’s where ambitious people do the best work of their careers. We’re a high‑performing, fast‑moving team with ethics at the center of everything we do. Expectations are high, and so are the rewards. 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. Your job is to resolve all issues experienced by our most engaged customers, proactively engage this subset of customers to educate, add value, and address early indications of problems. Each interaction will help us learn and improve the customer experience, making 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 is to solve customer issues efficiently and effectively, while proactively connecting with them throughout the day. This role is based in our Chicago, IL, Denver, CO, and Westlake, TX office(s). In‑person attendance is expected 5 days per week during onboarding and at least 3 days per week thereafter. 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. 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 you bring 3+ years of experience at a brokerage or within a licensed financial services environment. FINRA Series 7 and 63 required. FINRA Series 3 and Series 66 licenses preferred and must be obtained within a certain period of employment if not already held. Solid proficiency in multi‑leg options strategies, margin trading, cryptocurrency, 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. Experience with CRM tools and feedback systems (e.g., Salesforce, Slack). What we offer Challenging, high‑impact work to grow your career. Performance‑driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching. Best‑in‑class benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents. Lifestyle wallet—a highly flexible benefits spending account for wellness, learning, and more. Employer‑paid life & disability insurance, fertility benefits, and mental health benefits. Time off to recharge, including company holidays, paid time off, sick time, parental leave, and more. Exceptional office experience with catered meals, events, and comfortable workspaces. Base Pay Range 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 Bonus opportunities, equity, and benefits are also available. Total rewards vary by region and entity. Equal Employment Opportunity Information At Robinhood, we care deeply about diverse representation in our workforce as it supports our mission to democratize finance for all. We encourage applicants to voluntarily identify demographic information to help us build a more inclusive workplace. The data you provide will not be considered in the hiring process. Robinhood provides equal opportunity for all applicants, offers reasonable accommodations upon request, and complies with applicable equal employment and privacy laws. Inclusion is built into how we hire and work—welcoming different backgrounds, perspectives, and experiences so everyone can do their best. Please review the Privacy Policy for your country of application. #J-18808-Ljbffr Robinhood