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Salary: USD 34 - 40 / hourly
Robinhood is seeking an Overnight Customer Experience Representative for its Concierge team to provide exceptional support to high-value, active customers. You will serve as a trusted point of contact for customers navigating complex financial tools including multi-leg options, margin, crypto, and futures. Your role combines reactive problem-solving with proactive engagement—resolving complex issues efficiently while conducting goal-oriented conversations to understand and support customers' financial journeys.
Key responsibilities include:
- Resolving complex issues for high-value clients with empathy and deep product understanding
- Conducting personalized, goal-oriented conversations with customers
- Providing clear, compliant guidance across investment products and strategies
- Serving as a trusted advisor for advanced brokerage products
- Consistently delivering high customer satisfaction tracked through feedback
- Sharing customer insights with internal teams to improve products and services
- Collaborating with peers to optimize outreach strategies and support workflows
Success is measured by meeting targets for goal-based customer conversations, maintaining high customer satisfaction ratings, demonstrating subject matter confidence across advanced products, and acting as a knowledgeable voice of the customer within Robinhood.
The role is based in Denver, CO or Westlake, TX offices with in-person attendance required 5 days per week during onboarding. After onboarding, remote shifts are expected with overnight-shift hours at least 5 days per week.
Requirements:
- 3+ years of experience at a brokerage or within a licensed financial services environment
- FINRA Series 7 and Series 63 licenses required
- FINRA Series 3 and Series 66 licenses preferred (must be obtained within a specified timeframe if not already held)
- Solid proficiency in multi-leg options strategies, margin trading, cryptocurrencies, and futures
- Excellent verbal and written communication skills with ability to translate complex topics clearly
- Passion for customer advocacy, financial literacy, and building long-term relationships
- Adaptability and self-motivation in fast-paced, evolving environments
- Experience with CRM tools and feedback systems (e.g., Salesforce, Slack)
