Robinhood is democratizing access to America’s financial system. Since our public launch in 2015, we’ve cemented our position as the fastest-growing brokerage with millions of users and billions of dollars in transaction volume. Robinhood received recognition with the Apple Design Award, the Google Material Design Award, and named Fast Company’s 11th Most Innovative Company in the World. We’re backed by top-tier investors such as DST Global, NEA, Index Ventures, Thrive Capital, Ribbit Capital, a16z, and GV, as well as individuals such as Jared Leto, Ashton Kutcher, John Legend, Snoop Dogg, and Nas.
About the Role
As a Social Support Specialist at Robinhood, you will be Robinhood’s voice on all social media channels, including Twitter, Facebook, Instagram, reddit, Quora, and more. You will help guide discussions, field questions, point people in the right direction and create general excitement around Robinhood.
As a Social Support Specialist you will:
Monitor across social media channels for conversations relevant to Robinhood, and respond to inquiries through public and private messages
Triage problems and questions to the appropriate Support and/or Engineering team(s)
Proactively identify issues and trends as they appear in the social stream and react accordingly
Escalate issue that should be handled through convention support channels
Developing knowledge base specifically for social support
Help execute ongoing social support strategies that align with the business and marketing objectives
Develop a style and tone guide for Social Support voice, do’s and don’ts
Cover occasional early morning and/or after-hours volume
Some things we consider critical to being a Social Support Specialist:
Bachelor’s Degree or equivalent work experience
2+ years working in Customer Support, preferably with experience doing Social Support
Strong familiarity with social media platforms and tools
Impeccable judgment and patience
Friendly and enthusiastic, social personality
Adept writing skills and impeccable attention to detail
Strong interpersonal skills, emphasis on relationship building and ability to influence decisions
Demonstrates empathy and the ability to take initiative on doing the right thing for the customer
Note to Recruiters and Placement Agencies: Robinhood does not accept unsolicited agency resumes. Please do not forward resumes to any person or email address at Robinhood prior to obtaining a signed agreement from Recruiting/HR. Robinhood is not liable for and will not pay placement fees for candidates submitted by any agency other than its approved recruitment partners. Furthermore, any resumes sent without an agreement in place will be considered your company's gift to Robinhood and may be forwarded to our recruiters for their attention.