R
Robinhood
Customer Experience Representative (Active Trader)
Skills
Testing & QAData AnalysisCRMSalesforceCustomer SupportProcess ImprovementComplianceRegulatory ComplianceRisk Management
1 month ago
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Important information
Contract type:
Permanent
Location:
Chicago, IL, USA
Work mode:
Onsite
Published on:
17 September 2026
What they need
- Robinhood’s Customer Experience team is committed to providing an outstanding customer experience
- In your role as an Advanced Services Representative, you will be empowered to help our customers with some of their most complex issues
- In particular, your work will focus primarily on options trading and margin related issues experienced by our fast-growing customers
- Your job is not only to help our customers with the issues they encounter, but empower them to learn and grow as traders
- You will also play a critical role in providing feedback to business partners that help further enhance our product and platform, improving the customer experience
- As an Advanced Services Representative, you’ll be the company’s voice and will use exceptional empathy and product expertise to ensure our users feel understood and valued
- Your mission will be to solve customer issues efficiently and effectively
- Self-starters who spot and solve problems thrive at Robinhood, and you’ll have a special role as the voice of our customers
- 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
- Remote-Overnights
- In-office Day Shift
- Remote- Mid Shift- 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- Applications for this role will be accepted through ongoing
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