Overnight Customer Experience Representative, Advanced Services

As an Overnight Customer Experience Representative in Advanced Services at Robinhood, you'll support customers with complex issues, particularly in options trading and margin. You join a high-performing team committed to democratizing finance, helping customers learn and grow as traders while providing critical feedback that shapes our product and 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

• 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 and Series 63 licenses.
• 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.

Nice to have

• Series 3 and Series 4 licenses.

What we offer

• Base pay of $33.15-$40 USD per hour depending on location (Zone 1: Menlo Park, New York, Bellevue, Washington, DC; Zone 2: Denver, Westlake, Chicago; Zone 3: Lake Mary, Clearwater, Gainesville).
• Performance-driven compensation with multipliers for outsized impact, bonus programs, and equity ownership.
• 401(k) matching.
• 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 including company holidays, paid time off, sick time, and parental leave.
• Exceptional office experience with catered meals, events, and comfortable workspaces.

About Robinhood

Robinhood is building a platform to democratize finance. The role is based in Chicago, Denver, or Westlake with in-person attendance required 5 days a week during a 9-week onboarding period. After onboarding, you'll work remote shifts with overnight-shift hours at least 5 days a week.