Customer Experience Representative, Brokerage Services

As a Customer Experience Representative in Brokerage Services at Robinhood, you'll be the company's voice, using exceptional empathy and product expertise to ensure our users feel understood and valued. You'll help customers with a range of needs from simple to complex by phone, email, and chat, covering topics including equities trading, margin, and options trading. You'll also help us learn as a company from each interaction so we can make our customers' experience using our products as seamless as possible.

What you'll do

• Deliver an outstanding customer experience for customers through phone, email, and chat channels
• Drive continuous improvement by acting as the voice of the customer and identifying and communicating better ways to serve our customers
• Grow your financial services expertise by developing deep subject mastery of complex financial concepts like equities trading, margin, and options trading

What you bring

• Active FINRA Series 7 and 63 Licenses with the ability to quickly put your brokerage knowledge into action
• Excellent customer service, written and verbal communication skills with a passion to support customers
• Effectiveness and willingness to adapt to customer experience delivery through phone and written channels
• Ability to quickly defuse customer anxiety through exceptional customer service skills
• Self-starter and ambitious learner who is comfortable with ambiguity and fast-paced environments
• Ability to exercise independent thought and judgment, adapt to new tasks, and prioritize tasks in a multi-task environment
• Schedule flexibility as the company evolves to meet the growing demands of customers, including potential evening and weekend hours

What we offer

• Base pay of $28.10-$33 USD per hour (Zone 2: Denver, CO; Westlake, TX; Chicago, IL) or $27.20-$32 USD per hour (Zone 3: Lake Mary, FL; Clearwater, FL; Gainesville, FL), with eligibility for a Robinhood bonus plan
• Performance-driven compensation with multipliers for outsized impact and equity ownership
• 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 and disability insurance, fertility benefits, and mental health benefits
• 401(k) matching
• Time off including company holidays, paid time off, sick time, parental leave, and more
• Exceptional office experience with catered meals, events, and comfortable workspaces

This role is based in Chicago, IL; Denver, CO; or Westlake, TX. In-person attendance is expected 5 days per week during the 10-week onboarding period, then at least 3 days a week after onboarding. A variety of shift schedules are available, including Monday-Friday 8:00am-5:00pm ET, Monday/Tuesday/Thursday/Friday 9:00am-8:00pm ET, Sunday-Thursday 7:00am-4:00pm ET, Sunday-Thursday 3:00pm-12:00am ET, Sunday-Thursday 11:00pm-8:00am ET, Tuesday-Saturday 7:00am-4:00pm ET, Tuesday-Saturday 3:00pm-12:00am ET, and Tuesday-Saturday 11:00pm-8:00am ET.

About Robinhood

Robinhood's mission is to democratize finance for all. The company is building an elite team applying frontier technologies to the world's biggest financial problems, with ethics at the center of everything it does.