Customer Experience Representative, Active Trader

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 role

Robinhood's Customer Experience team is committed to providing an outstanding customer experience. In your role as an Advanced Services Representative, you will be empowered to help our customers with some of their most complex issues, focusing primarily on options trading and margin-related issues experienced by our fast-growing customer base. Your job is not only to help customers resolve issues but also to empower them to learn and grow as traders. You will play a critical role in providing feedback to business partners to enhance our product and platform, improving the customer experience. As an Advanced Services Representative, you'll be the company's voice, using exceptional empathy and product expertise to ensure our users feel understood and valued. Your mission will be to solve customer issues efficiently and effectively. Self-starters who spot and solve problems thrive at Robinhood, and you'll have a special role as the voice of our customers.

Schedule

This role offers multiple shifts, including:

• Remote-Overnights
• In-office Day Shift
• Remote-Mid Shift

This role is based in our Chicago, IL, Denver, CO, and Westlake, TX offices. In-person attendance is expected 5 days per week during the 9-week onboarding period. After onboarding, in-person attendance is expected 3 days every week.

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.

Requirements

• 1+ years of customer experience within financial services, with interest in working with active traders or on a trade desk.
• Willingness to learn options and margins.
• Active Series 7 & 63 licenses.
• Series 3 license required within the first 120 days.
• 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.

Benefits

• Challenging, high-impact work to grow your career.
• Performance-driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching.
• Best-in-class benefits, including 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 & 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.

Pay

Base pay for this role depends on job-related factors such as education, training, experience, location, business needs, or market demands. The expected base pay range is based on the location where the work will be performed and is aligned to one of 3 compensation zones:

• Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC): $28.10 - $34.50 USD
• Zone 2 (Denver, CO; Westlake, TX; Chicago, IL): $28.10 - $34.50 USD
• Zone 3 (Lake Mary, FL; Clearwater, FL; Gainesville, FL): $27.20 - $33.45 USD

This role is also eligible for bonus opportunities and benefits. For other locations not listed, compensation can be discussed with your recruiter during the interview process.