Customer Experience Representative (Active Trader)

Join Robinhood's Customer Experience team as an Advanced Services Representative. In this role, you will assist customers with complex issues related to options trading and margin. You will empower customers to learn and grow as traders, provide feedback to enhance the product and platform, and contribute to improving customer experience metrics. You will also engage in continuous learning and participate in team-driven process improvements.

Responsibilities

• Identifying and analyzing customer issues related to options trading and margin, providing thorough and effective solutions.
• Collaborating with cross-functional teams to enhance product functionality and customer satisfaction, and providing feedback to business partners.
• Contributing to internal knowledge bases, training content, and onboarding processes to improve team readiness and effectiveness.

Requirements

• Enthusiasm for financial markets, trading platforms, and fintech innovations
• Demonstrated ability to collaborate with cross-functional teams (Product, Compliance, Engineering) to enhance product functionality and customer satisfaction
• 1+ years of customer experience within financial services, with interest in working with active traders or on a trade desk
• Willingness to learn options and margins

Active Series 7 & 63

• Familiarity with support platforms and CRM tools (e.g. Salesforce)
• Proven track record of effectively handling escalated customers and successfully de-escalating them
• Series 3 required in the first 120 days
• Bonus if you have Series 4