Senior CX Specialist: Options & Margin (Remote)

Robinhood; Westlake (TX); Hybrid; USD 34,000 - 40,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Equity ownership

Bonus programs

Paid time off

Job summary

Robinhood is seeking an Advanced Services Representative to empower customers with complex options and margin issues. You will leverage product knowledge, empathy, and data insights to resolve inquiries and inform product improvements.

The role emphasizes collaboration with Product, Compliance, and Engineering, and requires Series 7/63 (Series 3/4 bonus). Flexible shifts are available with in-person onboarding in multiple U.S. offices and ongoing hybrid work opportunities.

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 (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

Series 7

Series 63

Series 3

Series 4

Customer experience

Cross-functional collaboration

Tools

Salesforce

Job description

Robinhood is seeking an Advanced Services Representative to empower customers with complex options and margin issues. You will leverage product knowledge, empathy, and data insights to resolve inquiries and inform product improvements.

The role emphasizes collaboration with Product, Compliance, and Engineering, and requires Series 7/63 (Series 3/4 bonus). Flexible shifts are available with in-person onboarding in multiple U.S. offices and ongoing hybrid work opportunities.