Overnight Customer Experience Representative, Brokerage Services

Robinhood; Quinte West; Hybrid; CAD 83,000 - 97,000; Full time

Benefits offered by this job

Health insurance

Equity options

401(k) matching

Job summary

Robinhood is seeking a customer care specialist to support users via phone, email, and chat from our offices in the US. Your role is to deliver exceptional service, understand customer needs, and help with equities, margin, and options questions.

You will learn rapidly in a high-performance environment and collaborate across teams to improve the customer journey. You will work a schedule that supports customer coverage, including potential evenings and weekends, with onboarding expected on-site

Qualifications

• Active FINRA Series 7 and 63 licenses, brokerage knowledge ready to apply.
• Excellent customer service skills with strong written and spoken communication.
• Ability to adapt CX delivery across phone and written channels.
• Calm under pressure, defuse customer anxiety with professionalism.
• Self-starter in fast-paced, ambiguous environments with multi-tasking.

Responsibilities

• Deliver outstanding customer experience across phone, email, and chat.
• Act as the voice of the customer to identify better ways to serve users.
• Develop deep financial concepts knowledge (equities, margin, options) to assist customers.

Skills

FINRA Series 7 & 63 Licenses

Customer service

Written & verbal communication

CX experience delivery

Independent thought & judgment

Ambitious learner

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.

As a member of this team, you’ll be the company’s voice and will use exceptional empathy and product expertise to ensure our users feel understood and valued.

You will be empowered to help our customers with a range of needs from simplistic to complex by phone, email and chat. This work will range in various topics including equities trading, margin, and options trading-related issues. Your job is not only to help our customers, but to help us learn as a company from each interaction, so that we can make our customers’ experience using our products as seamless as possible. We offer a variety of schedules designed to meet our customers and employee needs.

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 10-week onboarding period. After onboarding, remote shifts expected with overnight-shift hours at least 5 days a 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

• Delivering an outstanding customer experience for customers through phone, email, and chat channels
• Driving continuous improvement to delight customers by acting as the voice of the customer by identifying and communicating better ways to serve our customers
• Growing your financial services expertise as you develop deep subject mastery of complex financial concepts like equities trading, margin, and options trading

What you bring

• Active FINRA Series 7 and 63 Licenses with an ability to quickly put your brokerage knowledge into action
• Excellent customer service, written and verbal communication skills with a passion to support customers
• Effectiveness and willingness to adapt to CX experience delivery through phone and written channels
• Ability to quickly defuse customer anxiety through exceptional customer service skills
• Self-starter and ambitious learner who is comfortable with ambiguity and fast paced environment
• Able to exercise independent thought and judgment, adapt to new tasks, and the ability to prioritize tasks in a multi-task environment
• Schedule flexibility as we evolve to meet the growing demands of our customers (initial and/or future shift assignment may include evenings and weekend hours)

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.

In addition to the base pay range listed below, this role is also eligible for bonus opportunities + equity + 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—$33 USD

Zone 2 (Denver, CO; Westlake, TX; Chicago, IL)

$28.10—$33 USD

Zone 3 (Lake Mary, FL; Clearwater, FL; Gainesville, FL)

$27.20—$32 USD

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

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.