Overnight Customer Experience Representative, Brokerage Services

As an Overnight Customer Experience Representative in Brokerage Services at Robinhood, you'll be the company's voice for customers, using exceptional empathy and product expertise to help them feel understood and valued. You'll support a range of customer needs from simple to complex through phone, email, and chat, covering topics including equities trading, margin, and options trading. Your insights from each interaction will help Robinhood continuously improve its products and services.

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. After onboarding, remote shifts are expected with overnight-shift hours at least 5 days per week.

What you'll do

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

What you bring

• Active FINRA Series 7 and 63 licenses with the ability to quickly apply your brokerage knowledge
• Excellent customer service, written, and verbal communication skills with a passion for supporting 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 moving at a fast pace
• Ability to exercise independent thought and judgment, adapt to new tasks, and prioritize in a multitask environment
• Schedule flexibility, including availability for evenings and weekend hours as needed

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 health insurance with 100% coverage for employees and 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
• Base pay range: $28.10-$33 USD per hour for Chicago, IL; Denver, CO; and Westlake, TX. $27.20-$32 USD per hour for Lake Mary, FL; Clearwater, FL; and Gainesville, FL. Compensation for other locations can be discussed with your recruiter

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.