Overnight Advanced Services Rep - Options & Margin

Robinhood; Westlake (TX); Hybrid; USD 97,424,000 - 114,616,000; Full time

Benefits offered by this job

Health insurance

Equity ownership

401(k) matching

Catered meals

Job summary

Robinhood is seeking an Advanced Services Representative to support our fast‑growing customer base, focusing on options trading and margin issues. You’ll empower users to learn and grow as traders, while providing feedback to product teams to improve the experience.

Role requires in‑person onboarding at one of our offices (Chicago, Denver or Westlake) with daily attendance for 9 weeks, then remote shifts with overnight hours at least 5 days a week.

Qualifications

• 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
• Bonus if you have Series 3 & 4
• Demonstrated ability to collaborate with cross-functional teams 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 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, upscale 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

Series 7

Series 63

Series 3

Series 4

Trader desk experience

Cross-functional collaboration

CRM tools Salesforce

Finance markets enthusiasm

Customer experience

Tools

Salesforce

Job description

Robinhood is seeking an Advanced Services Representative to support our fast‑growing customer base, focusing on options trading and margin issues. You’ll empower users to learn and grow as traders, while providing feedback to product teams to improve the experience.

Role requires in‑person onboarding at one of our offices (Chicago, Denver or Westlake) with daily attendance for 9 weeks, then remote shifts with overnight hours at least 5 days a week.