Robinhood
Customer Experience Representative, Advanced Services
Robinhood, Westlake, Texas, United States
Customer Experience Representative, Advanced Services
Join us in building the future of finance. Our mission is to democratize finance for all. 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, focusing on options trading and margin related issues. You will empower customers to learn and grow as traders, and provide feedback to business partners to enhance our product and customer experience. As an Advanced Services Representative, you\'ll be the company\'s voice and will use empathy and product expertise to ensure our users feel understood. Your mission is to solve issues efficiently and effectively. Self-starters who spot and solve problems thrive here. Shifts
We are hiring for multiple shifts that span 24x7. Overtime opportunities may be available and could be mandated during extreme business needs. Remote-Overnights In-office Day Shift Remote- Mid Shift Location
This role is based in Chicago, IL; Denver, CO; and Westlake, TX offices, with in-person attendance expected 5 days per week during onboarding and at least 3 days per week afterwards. What You’ll Do
Independently lead significant initiatives to elevate customer experience metrics (ASAT/QA), proactively engaging with cross-functional stakeholders. Mentor and guide junior team members, fostering best practices, professional growth, and a culture of continuous learning. Represent Customer Experience in strategic cross-functional meetings, providing insights and recommendations to influence product roadmaps. Deepen subject matter expertise in complex areas like Options and Margin trading to serve as a trusted resource for high impact interactions. Contribute to onboarding and team capability enhancement initiatives. Champion operational excellence through process innovation, quality assurance, and proactive automation strategies. What You Bring 3+ years of customer experience within financial services, including at least 2 years of hands-on experience on a trade desk or in an active trader role. Active Series 7 & 63 Bonus if you have Series 3 & 4 Experience collaborating with Product, Compliance, or Engineering teams to improve product functionality and customer experience. Proven capability in complex data analytics and strategic reporting. Ability to navigate ambiguous situations and provide strategic guidance. Experience handling high-priority, escalated customer scenarios with compliance considerations. Advanced proficiency with support tools, automation platforms, and CRM systems (e.g., Salesforce). Passion for financial markets, customer advocacy, and fintech solutions. Educate customers to enhance understanding of complex financial products. Identify opportunities for lead generation and collaborate with internal stakeholders to drive growth. What We Offer Challenging, high-impact work to grow your career Performance-based compensation with bonuses, equity, and 401(k) matching Comprehensive benefits including 100% paid health insurance for employees Lifestyle wallet for wellness and learning Employer-paid life & disability insurance, fertility benefits, mental health benefits Paid time off, holidays, parental leave, and more Exceptional office experiences with catered meals and events Base Pay Range Zone 1: 34—40 USD | Zone 2: 34—40 USD | Zone 3: 33.15—39 USD Robinhood provides equal opportunity for all applicants and complies with applicable equal employment and privacy laws. Inclusion is built into how we hire — welcoming diverse backgrounds, perspectives, and experiences. Please review the Privacy Policy for your country of application. Seniority level
Mid-Senior level Employment type
Full-time Job function
Other We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr
Join us in building the future of finance. Our mission is to democratize finance for all. 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, focusing on options trading and margin related issues. You will empower customers to learn and grow as traders, and provide feedback to business partners to enhance our product and customer experience. As an Advanced Services Representative, you\'ll be the company\'s voice and will use empathy and product expertise to ensure our users feel understood. Your mission is to solve issues efficiently and effectively. Self-starters who spot and solve problems thrive here. Shifts
We are hiring for multiple shifts that span 24x7. Overtime opportunities may be available and could be mandated during extreme business needs. Remote-Overnights In-office Day Shift Remote- Mid Shift Location
This role is based in Chicago, IL; Denver, CO; and Westlake, TX offices, with in-person attendance expected 5 days per week during onboarding and at least 3 days per week afterwards. What You’ll Do
Independently lead significant initiatives to elevate customer experience metrics (ASAT/QA), proactively engaging with cross-functional stakeholders. Mentor and guide junior team members, fostering best practices, professional growth, and a culture of continuous learning. Represent Customer Experience in strategic cross-functional meetings, providing insights and recommendations to influence product roadmaps. Deepen subject matter expertise in complex areas like Options and Margin trading to serve as a trusted resource for high impact interactions. Contribute to onboarding and team capability enhancement initiatives. Champion operational excellence through process innovation, quality assurance, and proactive automation strategies. What You Bring 3+ years of customer experience within financial services, including at least 2 years of hands-on experience on a trade desk or in an active trader role. Active Series 7 & 63 Bonus if you have Series 3 & 4 Experience collaborating with Product, Compliance, or Engineering teams to improve product functionality and customer experience. Proven capability in complex data analytics and strategic reporting. Ability to navigate ambiguous situations and provide strategic guidance. Experience handling high-priority, escalated customer scenarios with compliance considerations. Advanced proficiency with support tools, automation platforms, and CRM systems (e.g., Salesforce). Passion for financial markets, customer advocacy, and fintech solutions. Educate customers to enhance understanding of complex financial products. Identify opportunities for lead generation and collaborate with internal stakeholders to drive growth. What We Offer Challenging, high-impact work to grow your career Performance-based compensation with bonuses, equity, and 401(k) matching Comprehensive benefits including 100% paid health insurance for employees Lifestyle wallet for wellness and learning Employer-paid life & disability insurance, fertility benefits, mental health benefits Paid time off, holidays, parental leave, and more Exceptional office experiences with catered meals and events Base Pay Range Zone 1: 34—40 USD | Zone 2: 34—40 USD | Zone 3: 33.15—39 USD Robinhood provides equal opportunity for all applicants and complies with applicable equal employment and privacy laws. Inclusion is built into how we hire — welcoming diverse backgrounds, perspectives, and experiences. Please review the Privacy Policy for your country of application. Seniority level
Mid-Senior level Employment type
Full-time Job function
Other We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr