Customer Experience Representative, Active Trader

ABOUT THE ROLE We're seeking a highly motivated and experienced Customer Experience Representative to join our team at Robinhood. As a key member of our Customer Experience team, you will play a critical role in providing exceptional customer support to our fast-growing customer base, with a focus on options trading and margin-related issues. You will be empowered to help our customers with some of their most complex issues, while also empowering them to learn and grow as traders. Your mission will be to solve customer issues efficiently and effectively, and to provide feedback to business partners that help further enhance our product and platform, improving the customer experience. WHAT YOU'LL DO As a Customer Experience Representative, Active Trader, you will be responsible for: - Supporting key initiatives aimed at improving customer experience metrics by collaborating with cross-functional teams. - Identifying and analyzing customer issues, providing thorough and effective solutions to enhance customer satisfaction. - Developing subject matter expertise in areas such as Options and Margin trading to effectively handle and resolve technical customer queries. - Utilizing customer insights and data analytics to identify trends, escalate findings, and propose customer-centric solutions. - Contributing to internal knowledge bases, training content, and onboarding processes to improve team readiness and effectiveness. - Addressing escalated customer issues, ensuring swift resolution while balancing business integrity and regulatory compliance. - Engaging in continuous learning and actively participating in team-driven process improvements. - Providing customer support for Event Contracts upon obtaining Series 3 licensure, leveraging strong derivatives and risk management expertise. WHAT YOU'LL NEED - 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. WHY REMOTE This role is a remote position, with no required in-office days. As a remote employee, you will have the flexibility to work from anywhere and enjoy a better work-life balance. BENEFITS - 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!