Customer Experience Representative, Robinhood
$34 - $40 USD p/hr + Equity + Bonus
3-5 days a week in office
Commission-free stock trading & investing app
Open for applications
Commission-free stock trading & investing app
1001+ employees
Open for applications
$34 - $40 USD p/hr + Equity + Bonus
3-5 days a week in office
1001+ employees
Company mission
To democratize finance for all.
Role
Who you are
- 3+ years of customer experience within financial services, including at least 1 year working in an active trader role or on a trade desk
- Active Series 7 & 63
- Series 3 required in first 90 days
- Bonus if you have series 4
- 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
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
- Support key initiatives aimed at improving customer experience metrics (ASAT, QA) by collaborating with cross-functional teams
- Identify and analyze customer issues, providing thorough and effective solutions to enhance customer satisfaction
- Develop subject matter expertise in areas such as Options and Margin trading to effectively handle and resolve technical customer queries
- Utilize customer insights and data analytics to identify trends, escalate findings, and propose customer-centric solutions
- Contribute to internal knowledge bases, training content, and onboarding processes to improve team readiness and effectiveness
- Address escalated customer issues, ensuring swift resolution while balancing business integrity and regulatory compliance
- Engage in continuous learning and actively participate in team-driven process improvements
- Provide customer support for Event Contracts upon obtaining Series 3 licensure, leveraging strong derivatives and risk management expertise
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. Since then, expectations have continued to evolve, with investors looking not just to lower costs, but for simpler tools, clearer information, and guidance that makes the market easier to understand.
Robinhood was built to meet those changing expectations, designed from the start as a mobile-first platform that makes investor more accessible and less intimidating for people at every stage of their financial journey. Through its app, users can trade stocks and other financial instruments while benefiting from a clean interface and built-in educational support, helping them move from curiosity to confidence without unnecessary complexity.
Recently, Robinhood has strenghtned its impact too, particularly in the UK. With the launch of AI-powered Digests within its Robinhood Cortex assistant that helps users understand what's driving stock movements in plain English, while upcoming options trading and expanded educational resources add flexibility and depth. Together, these steps position Robinhood as a platform evolving alongside its users, blending technology and education to stay ahead in an ever-changing investment landscape.
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 HQ
Downtown Menlo Park, Menlo Park, CA
Leadership
Vlad Tenev
(Co-Founder, CEO & Chairman)Studied Mathematics at Stanford University, where they met Baiju. Dropped out of a PhD to start Robinhood. Alongside Robinhood, Vlad is also the co-founder and Executive Chairman of Harmonic.
Baiju B.
(Co-Founder)Studied Mathematics and Physics at Stanford University, where they met their Vlad and co-founded Robinhood in 2012. Baiju is also the Founder and CEO of Aetherflux.
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