Customer Experience Representative, Advanced Services

Robinhood
Chicago, Denver, Texas
Workplace: HybridFull timeUSD 34 - 40 annuallyFunction: Customer Success & Account ManagementExperience: 3+ yearsSkills: ["Empathy","Problem-solving","Cross-functional collaboration","De-escalation","Continuous learning"]

Help customers resolve complex options trading and margin issues while delivering fast, empathetic support. Develop deep subject-matter expertise, use customer insights and data to identify trends, and escalate findings to improve the product experience. Contribute to training, knowledge bases, and onboarding, address escalated cases with regulatory awareness, and help customers learn and grow as traders. Provide additional event-contract support after obtaining Series 3 licensure.

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Robinhood
Robinhood
7 months ago

Customer Experience Representative, Advanced Services

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Last checked: 10 hours agoStatus: Live

Job Summary

Help customers resolve complex options trading and margin issues while delivering fast, empathetic support. Develop deep subject-matter expertise, use customer insights and data to identify trends, and escalate findings to improve the product experience. Contribute to training, knowledge bases, and onboarding, address escalated cases with regulatory awareness, and help customers learn and grow as traders. Provide additional event-contract support after obtaining Series 3 licensure.
Location: Chicago, Denver, Texas
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Support initiatives to improve customer experience metrics (ASAT, QA) by collaborating with cross-functional teams.
  • •Identify and analyze customer issues, providing thorough solutions that improve customer satisfaction.
  • •Develop expertise in Options and Margin trading to handle complex technical customer queries.
  • •Use customer insights and data analytics to identify trends, escalate findings, and propose customer-centric solutions.
  • •Address escalated customer issues with swift resolution while balancing business integrity and regulatory compliance; update knowledge bases and training content.

Pay and Benefits

Salary: USD 34 - 40 annually
Equity and Bonus:Equity
Perks:Health Insurance401kPaid LeaveParental LeaveLife InsuranceDisability Insurance

Key Requirements

  • •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.
  • •Ability to collaborate cross-functionally (Product, Compliance, Engineering) to improve customer satisfaction and product functionality.
  • •Experience handling escalated customers and successfully de-escalating them.
  • •Familiarity with support platforms and CRM tools (e.g., Salesforce).
Experience:3+ yearsFintechFinancial services
Skills:EmpathyProblem-solvingCross-functional collaborationDe-escalationContinuous learning
Licenses:Series 3
Certifications:Series 7Series 63
Languages:English
Tech Stack:SalesforceCRM

Company Brief

Robinhood
Commission-free trading platform offering stocks, ETFs, options, and cryptocurrencies, plus cash management and retirement products. Aims to democratize finance through easy-to-use mobile and web apps for retail investors.
Industry: Trading Platforms
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Menlo Park, United States
Founded: 2013
WebsiteLinkedIn