Overnight Customer Experience Representative, Concierge
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. 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. 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.
This role is based in our Denver, CO, and Westlake, TX office(s), with in-person attendance expected 5 days per week during the onboarding period. After onboarding, remote shifts expected with overnight-shift hours at least 5 days a week.
At Robinhood, we believe in the power of in-person work to accelerate progress, spark innovation, and strengthen community. Our office experience is intentional, energizing, and designed to fully support high-performing teams.
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 are preferred and must be obtained within a certain amount of days of employment if not already held.
- 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.
- 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
- Top Tier benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents
- Access to the Robinhood Employee Fund that gives eligible US employees the opportunity to invest in a private employee fund that provides exposure to Robinhood Ventures funds.
- Access to the best AI tools on the market and continuous AI skill-building for every employee, technical or not.
- 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.
In addition to the base pay range listed below, this role is also eligible for bonus opportunities + 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 base pay range for this role is based on the location where the work will be performed and is aligned to one of 3 compensation zones. For other locations not listed, compensation can be discussed with your recruiter during the interview process.
Base Pay Range:
Click here to learn more about our Total Rewards, which vary by region and entity.
If our mission energizes you and you’re ready to build the future of finance, we look forward to seeing your application.
AI Usage Disclosure: Robinhood uses artificial intelligence (AI) tools to support parts of our recruiting process. These tools enhance the efficiency and consistency of our hiring process; however, all hiring decisions are made by our hiring teams.
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.
Skills
As published by greenhouse · 16 questions · 1 written answer
Basics
First Name, Last Name, Email, Phone, Resume/CV, Cover Letter, Location
Short answers (7)
- Preferred First Name optional
- LinkedIn Profile optional
- What is your CRD number?
- Website optional
- How did you hear about this job? optional
- If you answered "Yes" to the above question, please provide additional information here: optional
- If you answered "Yes" to the above question, please provide additional information here: optional
Pick from a list (8)
- Do you have your Series 7 AND Series 63 license?
- Will you now (or in the future) require visa sponsorship in order to work in the US?
- Are you legally work authorized to work in the US?
- Have you ever worked for Robinhood as an employee, intern or contractor? Note that providing false or misleading information may result in disqualification from the hiring process.
- Do you have: a) any Personal/Familial Relationships (current Robinhood employees or employees of Robinhood’s vendors); b) any Outside Business Activities that you wish to continue; c) any investment that is greater than 5% of the outstanding shares of a publicly-traded company; d) any investment in a private company that has a business relationship or that is a current competitor of Robinhood; or e) any Intellectual Property Ownership (patents, trademarks, copyrights) that you wish to retain and/or create/develop while at Robinhood?
- Robinhood adheres to applicable laws and regulations in relation to government officials given inherent bribery and/or corruption risk. A government official is any person that performs a public function on any level or acts in any official capacity on behalf of a government or government owned entity. a) Do you currently hold or have you held, within the last 5 years, a position as a government official? b) Have you been referred or recommended for this position by a government official? c) Are you related to or have a close personal relationship with a government official?
- In-person attendance is required 5 days per week during the onboarding period. This onboarding period is between 6 and 10 weeks depending on the role.
- Shifts for this role are assigned across a 24/7 coverage schedule, which may include evenings, weekends, and holidays.
Written answers (1)
- As a condition of employment we will require: 1) Your U5 from your prior employer. 2) The ability to be licensed in all 50 states. 3) Passing a background check, credit check, and fingerprinting. Based on this, would anything of concern be reported by your former/current employer, or arise in your background check, credit check, or fingerprinting? If yes, please provide context below.