Note: The job is a remote job and is open to candidates in USA. Robinhood is a financial technology company working to democratize finance for all. The Customer Experience Representative, Advanced Services will resolve complex customer issues related primarily to options trading and margin, provide expert support, and help customers learn and grow as traders. The role will also analyze customer insights, contribute to process improvements, and provide feedback to enhance Robinhood’s products and customer experience.
Responsibilities
- Support key initiatives aimed at improving customer experience metrics (ASAT, QA) by collaborating with cross-functional teams
- Identify and analyze customer issues, providing thorough and effective solutions to enhance customer satisfaction
- Develop subject matter expertise in areas such as Options and Margin trading to effectively handle and resolve technical customer queries
- Utilize customer insights and data analytics to identify trends, escalate findings, and propose customer-centric solutions
- Contribute to internal knowledge bases, training content, and onboarding processes to improve team readiness and effectiveness
- Address escalated customer issues, ensuring swift resolution while balancing business integrity and regulatory compliance
- Engage in continuous learning and actively participate in team-driven process improvements
- Provide customer support for Event Contracts upon obtaining Series 3 licensure, leveraging strong derivatives and risk management expertise
Skills
- 3+ years of customer experience within financial services, including at least 1 year working in an active trader role or on a trade desk
- Active Series 7 & 63
- Demonstrated ability to collaborate with cross-functional teams (Product, Compliance, Engineering) to enhance product functionality and customer satisfaction
- Proven track record of effectively handling escalated customers and successfully de-escalating them
- Familiarity with support platforms and CRM tools (e.g. Salesforce)
- Enthusiasm for financial markets, trading platforms, and fintech innovations
- Bonus if you have Series 3 & 4
Benefits
- Challenging, high-impact work to grow your career
- Performance driven compensation with multipliers for outsized impact
- Bonus programs
- Equity ownership
- 401(k) matching
- 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 and disability insurance
- Fertility benefits
- Mental health benefits
- Company holidays
- Paid time off
- Sick time
- Parental leave
- Exceptional office experience with catered meals, events, and comfortable workspaces
Company Overview