Customer Experience Representative, Advanced Services (Fintech)
Location: Chicago, IL; Denver, CO; or Westlake, TX. Remote overnight and mid-shift schedules are recruiting, while in-office day shifts are also available. In-person attendance is required 5 days per week during the 9-week onboarding period, followed by 3 days every other week.
Base pay: $34–$40 USD per hour for Zone 2 locations, including Chicago, Denver, and Westlake. Other compensation zones offer $33.15–$40 USD per hour.
Company
Robinhood is a fintech company building products intended to democratize finance and improve access to financial markets.
What you will do
- Resolve complex and escalated customer issues involving options and margin trading.
- Support customer experience initiatives and improve ASAT and QA metrics with cross-functional partners.
- Analyze customer insights and data to identify trends, escalate findings, and propose customer-focused solutions.
- Build subject matter expertise in options, margin, derivatives, and risk management.
- Contribute to knowledge bases, training materials, and onboarding processes.
- Provide support for Event Contracts after obtaining Series 3 licensure while maintaining regulatory compliance.
Requirements
- 3+ years of customer experience in financial services, including at least 1 year in an active trader role or on a trade desk.
- Active Series 7 and Series 63 licenses.
- Experience handling escalated customers and de-escalating difficult situations.
- Ability to collaborate with Product, Compliance, and Engineering teams.
- Familiarity with support platforms and CRM tools such as Salesforce.
- Ability to attend the required in-person schedule at a Chicago, Denver, or Westlake office.
Nice to have
- Series 3 and Series 4 licenses.
- Experience with derivatives and risk management.
Culture & Benefits
- High-impact work focused on customer experience and financial technology.
- Performance-driven compensation with bonus opportunities, equity ownership, and 401(k) matching.
- Company-paid health insurance for employees and partial dependent coverage.
- Flexible lifestyle wallet for wellness, learning, and other benefits.
- Paid time off, sick time, company holidays, parental leave, life and disability insurance, fertility benefits, and mental health support.
- Catered meals, office events, and supported workspaces.
