Customer Experience Representative, Active Trader

Robinhood; Quinte West; On-site; CAD 54,000 - 66,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Equity ownership

Paid time off

Life & disability insurance

AI tools access

Job summary

Robinhood seeks an Advanced Services Representative to tackle complex customer issues, focusing on options trading and margin topics. You will learn quickly, advocate for customers, and provide feedback to improve the product and experience.

You will collaborate with Product, Compliance and Engineering, de-escalate challenging inquiries, and contribute to training and knowledge bases. On-site attendance is required in multiple U.S. offices with onboarding and ongoing support.

Qualifications

• 1+ years of customer experience in financial services.
• Willingness to learn options and margins.
• Active Series 7 & 63; Series 3 within 120 days.
• Collaborate with Product, Compliance and Engineering.
• Proven ability to handle escalated customers and de-escalate.
• Familiarity with CRM tools such as Salesforce.

Responsibilities

• Support initiatives to improve customer experience metrics by collaborating with cross-functional teams.
• Identify and analyze customer issues, providing thorough solutions to boost satisfaction.
• Develop subject matter expertise in Options and Margin trading to handle queries.
• Use data analytics to identify trends and propose customer-centric improvements.
• Contribute to internal knowledge bases, training content, and onboarding.
• Address escalated issues, ensuring swift resolution while maintaining compliance.
• Engage in continuous learning and participate in process improvements.
• Provide support for Event Contracts after Series 3 licensure, leveraging derivatives expertise.

Skills

Customer experience

Cross-functional collaboration

Series 7 & 63

De-escalation skills

Tools

Salesforce

Job description

Join us in building the future of finance.

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 team + role

We are building an elite team, applying frontier technologies to the world's biggest financial problems. We're looking for bold thinkers. Sharp problem-solvers. Builders who are wired to make an impact. Robinhood isn't a place for complacency, it's where ambitious people do the best work of their careers. We're a high-performing, fast-moving team with ethics at the center of everything we do. Expectations are high, and so are the rewards!

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.

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.

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 3 days every week.

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.

What you'll do

• 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, elevate 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

What you bring

• 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

  • Series 3 required in 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.

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
• Top Tier benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents
• Access to the Robinhood Employee Fund that gives eligible US employees the opportunity to invest in a private employee fund that provides exposure to Robinhood Ventures funds.
• Access to the best AI tools on the market and continuous AI skill-building for every employee, technical or not.
• 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.

In addition to the base pay range listed below, this role is also eligible for bonus opportunities + benefits.

Base pay for the successful applicant will depend on a variety of job-related factors, which may include education, training, experience, location, business needs, or market demands. The expected base pay range for this role is based on the location where the work will be performed and is aligned to one of 3 compensation zones. For other locations not listed, compensation can be discussed with your recruiter during the interview process.

Base pay range:

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

Click here to learn more about our Total Rewards, which vary by region and entity.

AI Usage Disclosure: Robinhood uses artificial intelligence (AI) tools to support parts of our recruiting process. These tools enhance the efficiency and consistency of our hiring process; however, all hiring decisions are made by our hiring teams.

Robinhood provides equal opportunity for all applicants, offers reasonable accommodations upon request, and complies with applicable equal employment and privacy laws. Inclusion is built into how we hire and work-welcoming different backgrounds, perspectives, and experiences so everyone can do their best. Please review the Privacy Policy for your country of application.