Overnight Customer Experience Representative, Advanced Services

Join Robinhood in building the future of finance. Our mission is to democratize finance for all. An estimated $124 trillion of assets will be inherited by younger generations in the next two decades.

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, and builders who are wired to make an impact.

As an Advanced Services Representative, you'll be empowered to help customers with complex issues, primarily focused on options trading and margin-related issues. You'll use exceptional empathy and product expertise to ensure users feel understood and valued.

Responsibilities:

• Support key initiatives aimed at improving customer experience metrics 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, escalate 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.

Requirements:

• 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.
• 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.

Benefits:

• Challenging, high-impact work to grow your career.
• Performance-driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching.
• Best-in-class benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents.
• Lifestyle wallet - a highly flexible benefits spending account for wellness, learning, and more.
• Employer-paid life & disability insurance, fertility benefits, and mental health benefits.
• Time off to recharge including company holidays, paid time off, sick time, parental leave, and more!
• Exceptional office experience with catered meals, events, and comfortable workspaces.

Base Pay Range: $34-$40 USD