Customer Experience Representative (Fintech)

TL;DR

Customer Experience Representative (Fintech): Providing advanced support for complex options and margin trading issues to enhance user satisfaction and platform reliability with an accent on regulatory compliance and conflict resolution. Focus on collaborating with cross-functional teams to improve product functionality and acting as the voice of the customer to influence product development.

Location: Must be based in or able to work from Chicago, IL; Denver, CO; or Westlake, TX. Role includes a 9-week in-person onboarding period (5 days/week), followed by a hybrid schedule (3 days in-office every other week).

Salary: $33.15 – $40.00 USD/hour depending on location and zone.

Company

A mission-driven fintech company dedicated to democratizing finance through an innovative trading platform.

What you will do

• Resolve complex customer queries related to options and margin trading.
• Collaborate with product, compliance, and engineering teams to address system issues and improve user experience.
• Analyze customer feedback and data to identify trends and propose actionable product improvements.
• Manage escalated customer issues to ensure swift, compliant, and satisfactory resolution.
• Develop and maintain internal knowledge bases and training materials.
• Provide support for Event Contracts and risk management once licensed.

Requirements

• 3+ years of experience in financial services customer support, including 1 year on an active trade desk.
• Active Series 7 & 63 licenses required.
• Proven ability to de-escalate complex customer situations effectively.
• Experience using CRM tools like Salesforce.
• Strong passion for financial markets and fintech innovation.
• Ability to commute to company offices in Chicago, Denver, or Westlake.

Nice to have

• Active Series 3 & 4 licenses.

Culture & Benefits

• Comprehensive health insurance (100% employer-paid for employees).
• Performance-based compensation with bonus programs and equity ownership.
• 401(k) retirement matching.
• Lifestyle wallet for wellness and learning expenses.
• Employer-paid life and disability insurance, plus fertility and mental health benefits.
• Generous time off policy including holidays, PTO, and parental leave.