Customer Experience Representative (Fintech)

TL;DR

Customer Experience Representative (Fintech): Providing high-level support for complex options and margin trading issues with an accent on customer education and product feedback. Focus on resolving escalated technical queries, maintaining regulatory compliance, and enhancing the overall user experience through data-driven insights.

Location: Must be based in Chicago, IL; Denver, CO; or Westlake, TX. In-person attendance is required 5 days per week during the 9-week onboarding period, and at least 3 days per week thereafter.

Salary: $34–$40 USD per hour (Zone 2).

Company

A leading financial services platform dedicated to democratizing finance for all through innovative trading technology.

What you will do

• Resolve complex customer issues related to options and margin trading.
• Collaborate with cross-functional teams to improve customer experience metrics like ASAT and QA.
• Analyze customer trends and data to propose product-centric solutions.
• Contribute to internal knowledge bases and training materials.
• Handle escalated customer issues while ensuring regulatory compliance.
• Provide support for Event Contracts upon obtaining Series 3 licensure.

Requirements

• 3+ years of customer experience in financial services, including 1+ year in an active trader role or trade desk.
• Active Series 7 & 63 licenses required.
• Must obtain Series 3 license within the first 90 days.
• Ability to work in-office in Chicago, Denver, or Westlake as required.
• Experience with support platforms and CRM tools like Salesforce.
• Strong enthusiasm for financial markets and fintech innovation.

Nice to have

• Series 4 license.

Culture & Benefits

• Performance-driven compensation with bonus programs and equity ownership.
• 100% paid health insurance for employees and 90% for dependents.
• 401(k) matching and flexible lifestyle spending account.
• Employer-paid life, disability, fertility, and mental health benefits.
• Generous time off including company holidays, sick time, and parental leave.
• Catered meals and events in an intentional, collaborative office environment.