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Salary: USD 34 - 40 / hourly
Robinhood's Customer Experience team is seeking an Overnight Remote Customer Experience Representative for the Concierge Desk to provide exceptional support to high-value, active customers. You will be empowered to resolve complex financial issues and build long-lasting relationships with this premium customer segment.
In this role, you will serve as a trusted point of contact for customers navigating advanced financial tools including multi-leg options, margin trading, cryptocurrencies, and futures. Your responsibilities include:
- Resolving complex customer issues efficiently while demonstrating empathy and deep understanding of their financial needs
- Conducting personalized, goal-oriented conversations to support customers' financial journeys
- Providing clear, compliant, and confident guidance across a range of investment products and strategies
- Proactively engaging with high-value customers to educate, add value, and address early indications of problems
- Consistently delivering high customer satisfaction tracked through customer feedback
- Sharing insights and themes from customer interactions with internal teams to improve products and services
- Collaborating with peers to optimize outreach strategies and support workflows
Success in this role means meeting or exceeding targets for goal-based customer conversations, maintaining high customer satisfaction ratings through empathetic service, demonstrating subject matter confidence across advanced brokerage products, and acting as a knowledgeable voice of the customer within Robinhood.
The role is based in Denver, CO with in-person attendance expected 5 days per week during onboarding, then fully remote after that period but within commutable distance from the office.
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 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
- Passionate about customer advocacy, financial literacy, and building long-term relationships
- Adaptable and self-motivated in fast-paced, evolving environment
- Experience with CRM tools and feedback systems (e.g., Salesforce, Slack)
