Customer Experience Representative, Advanced Services

About the team + role

The Robinhood Customer Experience team is dedicated to delivering an outstanding customer experience. As an Advanced Services Representative, you will assist customers with complex issues, particularly those related to options trading and margin accounts. Your role involves helping customers understand and grow as traders, and providing valuable feedback to improve the product and platform.

Shifts

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

What you’ll do

• Support initiatives to improve customer experience metrics and collaborate with cross-functional teams.
• Identify and analyze customer issues, providing thorough and effective solutions to enhance customer satisfaction.
• Develop subject matter expertise in areas like options and margin trading to 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 maintaining business integrity and regulatory compliance.
• Engage in continuous learning and participate in team-driven process improvements.
• Provide customer support for Event Contracts upon obtaining Series 3 licensure, leveraging strong derivatives and risk management expertise.

What you bring

• 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
• Series 3 required in first 120 days.
• Bonus if you have Series 4
• 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.

What we offer

• 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 to fuel your work, 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.