Customer Experience Representative, Advanced Services

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.

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.

We are hiring for multiple shifts that span 24x7 ensuring we are available for our customers when they need us. Overtime opportunities may be available. During extreme business needs, overtime could be mandated.

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 onboarding period and at least 3 days per week afterwards.

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

• Independently lead significant initiatives to elevate customer experience metrics (ASAT/QA), proactively engaging with cross-functional stakeholders.
• Mentor and guide junior team members, fostering best practices, professional growth, and a culture of continuous learning.
• Represent Customer Experience in strategic cross-functional meetings, providing insights and recommendations to influence product roadmaps.
• Deepen subject matter expertise, particularly in complex areas like Options and Margin trading, to serve as a trusted resource for high impact interactions.
• Contribute significantly to onboarding and team capability enhancement initiatives.
• Champion operational excellence through process innovation, robust quality assurance, and proactive automation strategies.

What you bring

• 3+ years of customer experience within financial services, including at least 2 year of hands-on experience on a trade desk or in an active trader role.
• Active Series 7 & 63
• Bonus is you have series 3 &4
• Extensive experience collaborating directly with Product, Compliance, or Engineering teams, driving tangible improvements in product functionality and customer experience.
• Proven capability in complex data analytics and strategic reporting to influence high-level decisions and process improvements.
• Demonstrated aptitude for navigating ambiguous situations and providing strategic guidance, balancing immediate tactical requirements with long-term objectives.
• Expert experience in managing and resolving high-priority, escalated customer scenarios, balancing customer expectations with compliance and regulatory obligations.
• Advanced proficiency with support tools, automation platforms, and CRM systems (e.g. Salesforce,).
• Passionate commitment to financial markets, customer advocacy, and advancing fintech solutions.
• Educate customers proactively, enhancing their understanding of complex financial products and services.
• Identify opportunities for lead generation and collaborate with appropriate internal stakeholders to drive customer acquisition and growth.

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)

$34-$40 USD

Zone 2 (Denver, CO; Westlake, TX; Chicago, IL)

$34-$40 USD

Zone 3 (Lake Mary, FL; Clearwater, FL; Gainesville, FL)

$33.15-$39 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.