Customer Experience Representative, Robinhood
Advanced Services
Pay Range: $28.10—$33 USD + Equity-focused compensation structure
Commission-free stock trading platform
Open for applications
Commission-free stock trading platform
1001+ employees
Open for applications
Pay Range: $28.10—$33 USD + Equity-focused compensation structure
1001+ employees
Company mission
To democratize finance for all.
Role
Who you are
- Bachelor's Degree from an accredited institution
- FINRA Series 7 and 63 Licenses
- 2+ years experience in a support/service role for a financial services company
- Brings positivity to our ever changing business with an appetite to consume change as we enhance our business
- Ability to provide exceptional service in multiple channels including phone, chat, and email
- Familiarity with financial services and the stock market
- Experience handling and resolving Options related inquiries
- Ability to think critically and apply logical problem-solving skills to isolate and resolve issues
- Strong written and verbal communication skills
- Attention to detail and strong analytical skills
- Must be able to act independently and be self-motivated
- The ability to quickly defuse customer anxiety through exceptional customer service skills
- Strong sense of ownership and responsibility
- Instinct to problem-solve
- Strong critical thinking and analytical skills (e.g. pattern recognition)
- The ability to concisely and accurately communicate complex topics
- Passionate about efficiently helping our customers
- Strongly preferred - mastery of complex financial topics such as Options & Margin
- Strongly preferred - active Series 4 or interest in obtaining a Series 4 and Series 3
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
- Deliver an outstanding customer experience by solving customer issues efficiently and effectively with empathy
- Influence customer satisfaction and increase customer loyalty through exceptional conversations via multiple channels
- Communicate with customers using email, chat and phone channels
- Act as the voice of the customer by identifying and communicating customer pain points or opportunities to the product and engineering organization
- Creatively discover ways to improve productivity for the Customer Experience team
- Proactively identify ways to avoid recurrence of customer contacts by recommending changes to improve processes and knowledge articles for customer education
- Display deep subject mastery of complex financial concepts like Equities Trading, Margin, and Options Trading
- Master Robinhood's policies and procedures pertaining to complex customer scenarios and translate them into outstanding customer interactions
- Available Shifts:
- 4x10 Sun-Wed 10AM-9PM
- 4x10 Wed-Sat 10AM-9PM
- 5x8 Tue-Sat 8:30AM-5PM
- Sun-Thu 8:30AM-5PM
- Wed-Sat 7AM-6PM
- Sun-Wed 7AM-6PM
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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