Overnight Customer Experience Representative, Active Trader

As an Overnight Customer Experience Representative for Active Traders at Robinhood, you'll support our fast-growing customer base by handling complex issues related to options trading and margin. You'll join our Customer Experience team, empowered to help customers solve problems efficiently while building their expertise as traders. Your insights will also shape product improvements across the platform.

What you'll do

• 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 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.

What you bring

• 1+ years of customer experience within financial services, with interest in working with active traders or on a trade desk.
• Willingness to learn options and margins.
• Active Series 7 and Series 63 licenses (Series 3 required within the first 120 days).
• 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 such as Salesforce.
• Enthusiasm for financial markets, trading platforms, and fintech innovations.

What we offer

• Challenging, high-impact work to grow your career.
• Performance-driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching.
• Best-in-class benefits including 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.
• Time off to recharge including company holidays, paid time off, sick time, and parental leave.
• Exceptional office experience with catered meals, events, and comfortable workspaces.
• Base pay of $28.10-$34.50 USD (Zone 1: Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC), $28.10-$34.50 USD (Zone 2: Denver, CO; Westlake, TX; Chicago, IL), or $27.20-$33.45 USD (Zone 3: Lake Mary, FL; Clearwater, FL; Gainesville, FL), depending on location.

About Robinhood

Robinhood is building the future of finance by democratizing access to financial markets. The role is based in Chicago, IL, Denver, CO, or Westlake, TX offices with in-person attendance required 5 days a week during the 9-week onboarding period. After onboarding, remote shifts are expected with overnight-shift hours at least 5 days per week.