Customer Experience Representative, Active Trader

• Remote-Overnights

• In-office Day Shift

• Remote- Mid Shift

This role is based in our Chicago, IL, Denver, CO, and Westlake, TX offices, with in-person attendance expected 5 days per week during the 9-week onboarding period. After onboarding, in-person attendance is expected 3 days every week.

At Robinhood, we believe in the power of in-person work to accelerate progress, spark innovation, and strengthen community. Our office experience is intentional, energizing, and designed to fully support high-performing teams.

• 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

• 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

• Series 3 required in the first 120 days

• 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.

• 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.