Customer Experience Representative, Robinhood
Advanced Services
$34 - $40 USD p/h
Commission-free stock trading platform
Posted today
Commission-free stock trading platform
1001+ employees
Posted today
$34 - $40 USD p/h
1001+ employees
Company mission
To democratize finance for all.
Role
Who you are
- 3+ years of customer experience within financial services, including at least 2 year of hands-on experience on a trade desk or in an active trader role
- Extensive experience collaborating directly with Product, Compliance, or Engineering teams, driving tangible improvements in product functionality and customer experience
- Proven capability in complex data analytics and strategic reporting to influence high-level decisions and process improvements
- Demonstrated aptitude for navigating ambiguous situations and providing strategic guidance, balancing immediate tactical requirements with long-term objectives
- Expert experience in managing and resolving high-priority, escalated customer scenarios, balancing customer expectations with compliance and regulatory obligations
- Advanced proficiency with support tools, automation platforms, and CRM systems (e.g. Salesforce,)
- Passionate commitment to financial markets, customer advocacy, and advancing fintech solutions
- Educate customers proactively, enhancing their understanding of complex financial products and services
- Identify opportunities for lead generation and collaborate with appropriate internal stakeholders to drive customer acquisition and growth
What the job involves
- 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
- We are hiring for multiple shifts that span 24x7 ensuring we are available for our customers when they need us
- Overtime opportunities may be available
- During extreme business needs, overtime could be mandated
- Independently lead significant initiatives to elevate customer experience metrics (ASAT/QA), proactively engaging with cross-functional stakeholders
- Mentor and guide junior team members, fostering best practices, professional growth, and a culture of continuous learning
- Represent Customer Experience in strategic cross-functional meetings, providing insights and recommendations to influence product roadmaps
- Deepen subject matter expertise, particularly in complex areas like Options and Margin trading, to serve as a trusted resource for high impact interactions
- Contribute significantly to onboarding and team capability enhancement initiatives
- Champion operational excellence through process innovation, robust quality assurance, and proactive automation strategies
Application process
- Shifts actively recruiting for by most needed:
- Remote-Overnights
- In-office Day Shift
- Remote- Mid Shift
Our take
For years, traditional brokers ruled the share trading realm, charging hefty fees that locked out everyday investors. Robinhood emerged as a disruptor, offering commission-free trading and opening the door to a new generation. Its innovative model thrives on premium features like increased buying power and extended trading hours, attracting a younger audience drawn to meme stocks like AMC and GameStop.
But Robinhood's not just about quick thrills. The company claims its mission lies in catering to "the unmet needs of the next generation," evidenced by its "Robinhood Retirement" launch, targeting gig-economy workers often excluded from financial planning. This commitment to accessibility aligns with its core values.
However, 2023 brought unexpected turbulence, as Robinhood became entangled in the FTX cryptocurrency exchange bankruptcy scandal when it emerged that the US Department of Justice seized hundreds of millions of dollars of the company's shares tied to FTX founder Bankman-Fried. Despite these challenges, Robinhood successfully bought back the missing stock, and its impact on democratizing finance remains undeniable.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 13 rounds)
Feb 2021
$2.4bn
CONVERTIBLE
Jan 2021
$1bn
LATE VC
Total funding: $5.6bn
Company benefits
- Well-being - Premium medical, dental, and vision insurance
- Family & home life - Parental leave, personal prosperity benefits
- Comfort & care - Annual lifestyle stipend
- Office life - Catered meals and fully stocked kitchen, commuter benefits
- Growth - Education and training, community events, career mentorships
Company HQ
Downtown Menlo Park, Menlo Park, CA
Leadership
Vlad Tenev
(Co-Founder)Studied Mathematics at Stanford University, where they met their fellow co-founder. Dropped out of a PhD to start Robinhood.
Baiju B.
(Co-Founder)Studied Mathematics and Physics at Stanford University, where they met their fellow co-founder.
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