Overnight Customer Experience Representative (Fintech)

Location: Chicago, IL; Denver, CO; or Westlake, TX. In-person attendance is required 5 days per week during the 9-week onboarding period; remote overnight shifts are expected at least 5 days per week afterward.

Salary: $34–$40 USD per hour for Zone 2 locations; additional bonus opportunities, equity, and benefits are available.

Company

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

What you will do

• Resolve complex customer issues related to options trading, margin, and other advanced financial products.
• Handle escalated cases efficiently while maintaining empathy, business integrity, and regulatory compliance.
• Analyze customer issues and data to identify trends, escalate findings, and propose customer-centric product improvements.
• Collaborate with Product, Compliance, Engineering, and other cross-functional teams to improve customer experience metrics.
• Contribute to internal knowledge bases, training materials, and onboarding processes.
• Support Event Contracts after obtaining Series 3 licensure.

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, Engineering, and other cross-functional teams.
• Familiarity with support platforms and CRM tools such as Salesforce.
• Ability to work overnight shifts and attend the designated US office 5 days per week during the 9-week onboarding period.

Nice to have

• Series 3 and Series 4 licenses.
• Expertise in derivatives and risk management.

Culture & Benefits

• High-impact work focused on improving customer experience and financial products.
• Performance-driven compensation with bonus programs, equity ownership, and 401(k) matching.
• Health insurance, life and disability insurance, fertility benefits, and mental health benefits.
• Paid holidays, paid time off, sick time, and parental leave.
• Flexible lifestyle wallet for wellness, learning, and other eligible expenses.
• Catered meals, office events, and supported workspaces.