Customer Experience Representative, Advanced Services (Fintech)

Location: Chicago, IL; Denver, CO; or Westlake, TX. Remote overnight and mid-shift schedules are recruiting, while in-office day shifts are also available. In-person attendance is required 5 days per week during the 9-week onboarding period, followed by 3 days every other week.

Base pay: $34–$40 USD per hour for Zone 2 locations, including Chicago, Denver, and Westlake. Other compensation zones offer $33.15–$40 USD per hour.

Company

Robinhood is a fintech company building products intended to democratize finance and improve access to financial markets.

What you will do

• Resolve complex and escalated customer issues involving options and margin trading.
• Support customer experience initiatives and improve ASAT and QA metrics with cross-functional partners.
• Analyze customer insights and data to identify trends, escalate findings, and propose customer-focused solutions.
• Build subject matter expertise in options, margin, derivatives, and risk management.
• Contribute to knowledge bases, training materials, and onboarding processes.
• Provide support for Event Contracts after obtaining Series 3 licensure while maintaining regulatory compliance.

Requirements

• 3+ years of customer experience in financial services, including at least 1 year in an active trader role or on a trade desk.
• Active Series 7 and Series 63 licenses.
• Experience handling escalated customers and de-escalating difficult situations.
• Ability to collaborate with Product, Compliance, and Engineering teams.
• Familiarity with support platforms and CRM tools such as Salesforce.
• Ability to attend the required in-person schedule at a Chicago, Denver, or Westlake office.

Nice to have

• Series 3 and Series 4 licenses.
• Experience with derivatives and risk management.

Culture & Benefits

• High-impact work focused on customer experience and financial technology.
• Performance-driven compensation with bonus opportunities, equity ownership, and 401(k) matching.
• Company-paid health insurance for employees and partial dependent coverage.
• Flexible lifestyle wallet for wellness, learning, and other benefits.
• Paid time off, sick time, company holidays, parental leave, life and disability insurance, fertility benefits, and mental health support.
• Catered meals, office events, and supported workspaces.