Customer Experience Representative

<div class="content-intro"><h2>Join us in building the future of finance.</h2> <p>Our mission is to democratize finance for all. <a href="https://www.cerulli.com/press-releases/cerulli-anticipates-124-trillion-in-wealth-will-transfer-through-2048" target="_blank">An estimated $124 trillion of assets</a> 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.</p></div><h2><strong>About the team + role&nbsp;</strong></h2> <p>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. In particular, your work will focus primarily on options trading and margin related issues experienced by our fast-growing customers. Your job is not only to help our customers with the issues they encounter, but empower them to learn and grow as traders. You will also play a critical role in providing feedback to business partners that help further enhance our product and platform, improving the customer experience.&nbsp;</p> <p>As an Advanced Services Representative, you'll be the company's voice and will use 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.</p> <h2>Shifts actively recruiting for by most needed:</h2> <ul> <li>Remote-Overnights</li> <li>In-office Day Shift</li> <li>Remote- Mid Shift</li> </ul> <p><strong>This role is based in our Chicago, IL, Denver, CO, and Westlake, TX offices, with in-person attendance expected 5 days per week during the 9-week onboarding period. After onboarding, in-person attendance is expected at least 3 days a week.</strong></p> <p>At Robinhood, we believe in the power of in-person work to accelerate progress, spark innovation, and strengthen community. Our office experience is intentional, energizing, and designed to fully support high-performing teams.&nbsp;</p> <p>Applications for this role will be accepted through ongoing. Please connect with your recruiter for more information about this role’s application window.</p> <h2><strong>What you’ll do</strong></h2> <ul> <li>Support key initiatives aimed at improving customer experience metrics (ASAT, QA) by collaborating with cross-functional teams.</li> <li>Identify and analyze customer issues, providing thorough and effective solutions to enhance customer satisfaction.</li> <li>Develop subject matter expertise in areas such as Options and Margin trading to effectively handle and resolve technical customer queries.</li> <li>Utilize customer insights and data analytics to identify trends, escalate findings, and propose customer-centric solutions.</li> <li>Contribute to internal knowledge bases, training content, and onboarding processes to improve team readiness and effectiveness.</li> <li>Address escalated customer issues, ensuring swift resolution while balancing business integrity and regulatory compliance.</li> <li>Engage in continuous learning and actively participate in team-driven process improvements.</li> <li>Provide customer support for Event Contracts upon obtaining Series 3 licensure, leveraging strong derivatives and risk management expertise</li> </ul> <h2><strong>What you bring&nbsp;</strong></h2> <ul> <li>3+ years of customer experience within financial services, including at least 1 year working in an active trader role or on a trade desk.</li> <li>Active Series 7 &amp; 63&nbsp; <ul> <li>Series 3 required in first 90 days.&nbsp;</li> </ul> </li> <li>Bonus if you have series 4&nbsp;</li> <li>Demonstrated ability to collaborate with cross-functional teams (Product, Compliance, Engineering) to enhance product functionality and customer satisfaction.</li> <li>Proven track record of effectively handling escalated customers and successfully de-escalating them</li> <li>Familiarity with support platforms and CRM tools (e.g. Salesforce)</li> <li>Enthusiasm for financial markets, trading platforms, and fintech innovations.</li> </ul> <h2><strong>What we offer</strong></h2> <ul> <li>Chall