Customer Experience Representative, Advanced Services
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
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.
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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.
Shifts actively recruiting for by most needed:
- Remote-Overnights
- In-office Day Shift
- Remote- Mid Shift
The role is located in the office location(s) listed on this job description which will align with our in-office working environment. Please connect with your recruiter for more information regarding our in-office philosophy and expectations.
Applications for this role will be accepted ongoing. Please connect with your recruiter for more information about this role’s application window.
What you’ll do
- 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.
What you bring
- 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.
- Active Series 7 & 63
- Bonus is you have series 3 &4
- 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 we offer
- Market competitive and pay equity-focused compensation structure
- 100% paid health insurance for employees with 90% coverage for dependents
- Annual lifestyle wallet for personal wellness, learning and development, and more!
- Lifetime maximum benefit for family forming and fertility benefits
- Dedicated mental health support for employees and eligible dependents
- Generous time away including company holidays, paid time off, sick time, parental leave, and more!
- Lively office environment with catered meals, fully stocked kitchens, and geo-specific commuter benefits
In addition to the base pay range listed below, this role is also eligible for bonus opportunities + benefits.
Base pay for the successful applicant will depend on a variety of job-related factors, which may include education, training, experience, location, business needs, or market demands. The expected base pay range for this role is based on the location where the work will be performed and is aligned to one of 3 compensation zones. For other locations not listed, compensation can be discussed with your recruiter during the interview process.
Base Pay Range:
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If our mission energizes you and you’re ready to build the future of finance, we look forward to seeing your application.
Robinhood provides equal opportunity for all applicants, offers reasonable accommodations upon request, and complies with applicable equal employment and privacy laws. Inclusion is built into how we hire and work—welcoming different backgrounds, perspectives, and experiences so everyone can do their best. Please review the Privacy Policy for your country of application.
Perks and Benefits
Health and Wellness
- FSA
- Fitness Subsidies
- HSA With Employer Contribution
- Health Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- Short-Term Disability
- Long-Term Disability
- Mental Health Benefits
Parental Benefits
- Fertility Benefits
- Adoption Assistance Program
Work Flexibility
- Work-From-Home Stipend
Office Life and Perks
- Company Outings
- Commuter Benefits Program
- Casual Dress
- Pet-friendly Office
- Happy Hours
- Snacks
- Some Meals Provided
- On-Site Cafeteria
Vacation and Time Off
- Leave of Absence
- Personal/Sick Days
- Paid Holidays
- Paid Vacation
- Volunteer Time Off
Financial and Retirement
- Company Equity
- 401(K) With Company Matching
- Stock Purchase Program
- Performance Bonus
Professional Development
- Learning and Development Stipend
- Promote From Within
- Lunch and Learns
- Work Visa Sponsorship
- Access to Online Courses
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)
Company Videos
Hear directly from employees about what it is like to work at Robinhood.