Overnight Customer Experience Representative, Advanced Services

Robinhood is hiring an Overnight Customer Experience Representative, Advanced Services, to resolve customers’ complex financial-services issues, particularly those related to options and margin trading. The role also helps customers learn, contributes customer feedback and insights to product improvements, and supports escalated issues while maintaining regulatory compliance.

Responsibilities:

• Support key initiatives aimed at improving customer experience metrics (ASAT, QA) 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 (Product, Compliance, Engineering) 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
• Bonus if you have Series 3 & 4