Customer Experience Representative, Active Trader

Robinhood
Chicago, Denver, Texas
Workplace: HybridFull timeUSD 28.1 - 34.5Function: Customer Success & Account ManagementExperience: 1+ yearsSkills: ["Empathy","Problem-solving","Collaboration","De-escalation","Continuous learning"]

Support active traders by resolving complex options trading and margin-related customer issues with empathy and product expertise. Collaborate with cross-functional partners to improve customer experience metrics, analyze customer trends, and escalate findings. Build subject-matter expertise in derivatives and risk management, contribute to knowledge bases and training, and handle escalated cases while maintaining regulatory compliance. This role includes an onboarding period with required in-person attendance.

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FursaFursa
Robinhood
Robinhood
3 months ago

Customer Experience Representative, Active Trader

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Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Support active traders by resolving complex options trading and margin-related customer issues with empathy and product expertise. Collaborate with cross-functional partners to improve customer experience metrics, analyze customer trends, and escalate findings. Build subject-matter expertise in derivatives and risk management, contribute to knowledge bases and training, and handle escalated cases while maintaining regulatory compliance. This role includes an onboarding period with required in-person attendance.
Location: Chicago, Denver, Texas
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Support customers with complex options trading and margin-related issues, ensuring swift and effective resolution.
  • •Identify and analyze customer issues, using customer insights and data analytics to identify trends and propose customer-centric solutions.
  • •Improve customer experience metrics (ASAT, QA) by collaborating with cross-functional teams.
  • •Develop subject matter expertise in options and margin trading to handle technical customer queries and provide appropriate guidance.
  • •Contribute to internal knowledge bases, training content, and onboarding processes; address escalated issues with regulatory compliance.

Pay and Benefits

Salary: USD 28.1 - 34.5
Perks:Health Insurance401kPaid Leave

Key Requirements

  • •1+ years of customer experience within financial services, with interest in working with active traders or on a trade desk.
  • •Ability and willingness to learn options and margin trading.
  • •Active Series 7 & 63; Series 3 required within the first 120 days.
  • •Experience collaborating with cross-functional teams (Product, Compliance, Engineering) to improve functionality and customer satisfaction.
  • •Proven ability to handle escalated customers, de-escalate effectively, and use support platforms/CRM tools such as Salesforce.
Experience:1+ years
Skills:EmpathyProblem-solvingCollaborationDe-escalationContinuous learning
Licenses:Series 7Series 63Series 3
Languages:English
Tech Stack:SalesforceCRM toolsData analytics

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