Active Trader Customer Experience Specialist - Remote

Robinhood; Bellevue (WA); On-site; USD 38,572 - 46,838; Full time

Benefits offered by this job

Health insurance

401(k) matching

Equity ownership

Flexible benefits

Job summary

Robinhood is seeking a Customer Experience Representative, Active Trader, to assist our fast-growing user base with complex issues in options trading and margin. You will act as the voice of the customer, delivering empathetic support and leveraging product expertise to drive better outcomes.

You'll work across teams to analyze issues, learn area-specific topics, and help shape knowledge bases while ensuring regulatory compliance and rapid issue resolution.

Qualifications

• 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 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 de-escalating them.
• Familiarity with support platforms and CRM tools (e.g., Salesforce).
• Enthusiasm for financial markets, trading platforms, and fintech innovations.

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, 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.

Skills

Financial services experience

Active Series 7 & 63

Series 3 within 120 days

Cross-functional collaboration

Customer support

CRM tools

Options trading knowledge

Problem solving

Tools

Salesforce

Job description

Robinhood is seeking a Customer Experience Representative, Active Trader, to assist our fast-growing user base with complex issues in options trading and margin. You will act as the voice of the customer, delivering empathetic support and leveraging product expertise to drive better outcomes.

You'll work across teams to analyze issues, learn area-specific topics, and help shape knowledge bases while ensuring regulatory compliance and rapid issue resolution.