Customer Experience Representative, Concierge

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. SHIFTS ACTIVELY RECRUITING FOR BY MOST NEEDED: * Remote-Overnights * In-office Day Shift * Remote- Mid Shift This role is based in our Chicago, IL, Denver, CO, and Westlake, TX offices, with in-person attendance expected 5 days per week during the 9-week onboarding period. After onboarding, in-person attendance is expected 3 days every week. At Robinhood, we believe in the power of in-person work to accelerate progress, spark innovation, and strengthen community. Our office experience is intentional, energizing, and designed to fully support high-performing teams.  Applications for this role will be accepted through ongoing. Please connect with your recruiter for more information about this role’s application window. 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 areas such as 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 & 63 * Series 3 required in 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 (e.g. 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 to fuel your work, 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 & disability insurance, fertility benefits, and mental health benefits * Time off to recharge including company holidays, paid time off, sick time, parental leave, and more! * Exceptional office experience with catered meals, events, and comfortable workspaces. 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: 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) $28.10—$34.50 USD Zone 3 (Lake Mary, FL; Clearwater, FL; Gainesville, FL) $27.20—$33.45 USD Click here to learn more about our Total Rewards, which vary by region and entity. 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.

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 We are building an elite team, applying frontier technologies to the world’s biggest financial problems. We’re looking for bold thinkers. Sharp problem-solvers. Builders who are wired to make an impact. Robinhood isn’t a place for complacency, it’s where ambitious people do the best work of their careers. We’re a high-performing, fast-moving team with ethics at the center of everything we do. Expectations are high, and so are the rewards. As a member of this team, you'll be the company's voice and will use exceptional empathy and product expertise to ensure our users feel understood and valued. You will be empowered to help our customers with a range of needs from simplistic to complex by phone, email and chat. This work will range in various topics including equities trading, margin, and options trading-related issues. Your job is not only to help our customers, but to help us learn as a company from each interaction, so that we can make our customers' experience using our products as seamless as possible. We offer a variety of schedules designed to meet our customers and employee needs. AVAILABLE SHIFTS * 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 * Tuesday - Saturday 11:00pm-8:00am ET This role is based in our Chicago, IL, Denver, CO, and Westlake, TX offices, with in-person attendance expected 5 days per week during the 10-week onboarding period. After onboarding, in-person attendance is expected at least 3 days a week. At Robinhood, we believe in the power of in-person work to accelerate progress, spark innovation, and strengthen community. Our office experience is intentional, energizing, and designed to fully support high-performing teams. WHAT YOU’LL DO * Delivering an outstanding customer experience for customers through phone, email, and chat channels * Driving continuous improvement to delight customers by acting as the voice of the customer by identifying and communicating better ways to serve our customers * Growing your financial services expertise as you develop 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 an 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 CX 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 environment * Able to exercise independent thought and judgment, adapt to new tasks, and the ability to prioritize tasks in a multi-task environment * Schedule flexibility as we evolve to meet the growing demands of our customers (initial and/or future shift assignment may include evenings and weekend hours) 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 to fuel your work, 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 & disability insurance, fertility benefits, and mental health benefits * Time off to recharge including company holidays, paid time off, sick time, parental leave, and more! * Exceptional office experience with catered meals, events, and comfortable workspaces. 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 hourly range for this role is based on the location where the work will be performed and is aligned to one of 2 compensation zones. This role is also eligible to participate in a Robinhood bonus plan. Zone 2 (Denver, CO; Westlake, TX; Chicago, IL) $28.10—$33 USD Zone 3 (Lake Mary, FL; Clearwater, FL; Gainesville, FL) $27.20—$32 USD Click here to learn more about our Total Rewards, which vary by region and entity. 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.