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Salary: USD 34 - 40 / hourly
Robinhood is seeking an Advanced Services Representative to join its Customer Experience team. This role focuses on supporting customers with complex financial issues, particularly options trading and margin-related problems. You will serve as the company's voice, using empathy and product expertise to ensure customers feel understood and valued while solving issues efficiently and effectively.
Key responsibilities include:
- Support customer experience improvement initiatives by collaborating with cross-functional teams (Product, Compliance, Engineering)
- Identify, analyze, and resolve customer issues with thorough solutions to enhance satisfaction
- Develop subject matter expertise in options and margin trading to handle technical customer queries
- Utilize customer insights and data analytics to identify trends and propose customer-centric solutions
- Contribute to internal knowledge bases, training content, and onboarding processes
- Address escalated customer issues while balancing business integrity and regulatory compliance
- Provide customer support for Event Contracts upon obtaining Series 3 licensure
- Engage in continuous learning and participate in team-driven process improvements
Work arrangement: In-person attendance required 5 days per week during the 9-week onboarding period at one of the three office locations (Chicago, Denver, or Westlake). After onboarding, remote shifts expected with overnight-shift hours at least 5 days per week.
Robinhood emphasizes in-person work during onboarding to accelerate progress, spark innovation, and strengthen community. The company offers performance-driven compensation with multipliers for outsized impact, bonus programs, equity ownership, 401(k) matching, comprehensive health insurance (100% for employees, 90% for dependents), lifestyle wallet for wellness and learning, employer-paid life and disability insurance, fertility benefits, mental health support, flexible time off including parental leave, and exceptional office experience with catered meals and events.
REQUIREMENTS:
- 3+ years of customer experience within financial services, including at least 1 year in an active trader role or on a trade desk
- Active Series 7 & 63 licenses (required)
- Series 3 & 4 licenses (bonus/preferred)
- Demonstrated ability to collaborate with cross-functional teams to enhance product functionality and customer satisfaction
- Proven track record of effectively handling escalated customers and successfully de-escalating them
- Familiarity with support platforms and CRM tools (e.g., Salesforce)
- Enthusiasm for financial markets, trading platforms, and fintech innovations
