CX Social Representative

Help us democratize finance for all!

As you know, Robinhood was founded on a simple idea: that our financial markets should be accessible to all. With customers at the heart of our decisions, Robinhood is 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.

As we continue to build… we’re seeking curious thinkers looking to co-author the next chapters of our story. We look forward to you helping shape our vision, structures and systems; playing a key-role as we launch into our ambitious future.

With Internal Mobility our goal is to create a clear, equitable, transparent process to enable Hoodies to make informed decisions about their career journey!  

If this role is in a different location from your current, please still express your interest!  Once you apply, the Recruiter for the role can confirm location expectations; if the location is a preference (and not a hard requirement) you would not be required to relocate.

About the team + role

Social media is an alternative medium through which customers choose to engage with Robinhood as a firm. Our goal is to provide world class service at scale in the channel of their choice.

Engage with customers and prospects on Robinhood's social media profiles as a Customer Experience Associate. In this role you will help mitigate brand risk and influence customer sentiment daily and will work closely with numerous cross functional teams across Robinhood from Marketing, Compliance, Comms, PR, Escalations, Physical Security, and more for triage-based resolution for needs. The ideal candidate will have true customer empathy coupled with an interest in making data-driven decisions and a passion for both social media and radical customer focus. You will need to execute efficiently in a fast-paced environment by prioritizing workflow, projects, and communicating effectively.

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 ongoing. Please connect with your recruiter for more information about this role’s application window.

What you’ll do

• Case management supporting all case types such as Accounts, Funding, CSP, Core Brokerage, and Advanced Brokerage while having the responsibility to identify brand risk social content
• Working with social media users through Public Mentions, Direct Messages, Email and Slack
• Engage with customers via social media, phone, and email to resolve issues with high ownership and accountability
• Assisting in the monitoring and customer facing elements of social engagement strategies related to world events, market driven engagement, community engagement, and trend management
• Monitoring social media accounts of key Robinhood executives for customer issues and ensuring end-to-end resolutions in a timely manner
• Maintaining knowledge of Robinhood’s ever growing product offerings to ensure all issues raised on social media can be resolved

What you bring

• Bachelor’s Degree or equivalent experience
• Series 7/63 licensing required
• Series 3 within 6 months of hire
• 1+ years experience in a support/service/social engagement role for a financial services company or similar field
• Ability to quickly defuse customer anxiety through exceptional customer service skills via email, chat or phones
• Ability to think critically and apply logical problem-solving skills to isolate and resolve issues in a timely manner and flex to manage changing priorities
• Ability to work independently and have a business owners mentality
• Experienced in data analytics, social media or communications
• Instinct to problem-solve
• Ability to multi-task and navigate multiple tools simultaneously

Bonus Points

• Series 4
• Crypto or account ops experience

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

Click here to learn more about Robinhood’s Benefits.

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. To review Robinhood's Privacy Policy please review the specific policy applicable to your country.

We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on September 19, 2024.

Please see the independent bias audit report covering our use of Covey here.