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About the Role
Join us in building the future of finance.
Our mission is to democratize finance for all. An estimated $124 trillion of assets will be inherited by younger generations in the next two decades. The largest transfer of wealth in human history. If you’re ready to be at the epicenter of this historic cultural and financial shift, keep reading.
About the team + role
We are building an elite team, applying frontier technologies to the world’s biggest financial problems. We’re looking for bold thinkers. Sharp problem-solvers. Builders who are wired to make an impact. Robinhood isn’t a place for complacency, it’s where ambitious people do the best work of their careers. We’re a high-performing, fast-moving team with ethics at the center of everything we do. Expectations are high, and so are the rewards!
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.
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.
Key Technical Responsibilities
- check_circle Support key initiatives aimed at improving customer experience metrics (ASAT, QA) by collaborating with cross-functional teams.
- check_circle Identify and analyze customer issues, providing thorough and effective solutions to enhance customer satisfaction.
- check_circle Develop subject matter expertise in areas such as Options and Margin trading to effectively handle and resolve technical customer queries.
- check_circle Utilize customer insights and data analytics to identify trends, escalate findings, and propose customer-centric solutions.
- check_circle Contribute to internal knowledge bases, training content, and onboarding processes to improve team readiness and effectiveness.
- check_circle Address escalated customer issues, ensuring swift resolution while balancing business integrity and regulatory compliance.
- check_circle Engage in continuous learning and actively participate in team-driven process improvements.
- check_circle Provide customer support for Event Contracts upon obtaining Series 3 licensure, leveraging strong derivatives and risk management expertise.
Prerequisites & Qualifications
- check 1+ years of customer experience within financial services, with interest in working with active traders or on a trade desk.
- check Willingness to learn options and margins.
- check Active Series 7 & 63 (Series 3 required in the first 120 days).
- check Demonstrated ability to collaborate with cross-functional teams (Product, Compliance, Engineering) to enhance product functionality and customer satisfaction.
- check Proven track record of effectively handling escalated customers and successfully de-escalating them.
- check Familiarity with support platforms and CRM tools (e.g. Salesforce).
- check Enthusiasm for financial markets, trading platforms, and fintech innovations.
About Robinhood Greenhouse Board
Verified hiring organization details.
Robinhood Greenhouse Board is a technology and software entity operating under the broader Robinhood ecosystem, with key operational locations in Denver, CO, and Westlake, TX. The organization focuses on technical development and talent acquisition initiatives to support Robinhood's mission of democratizing finance for all.