Customer Experience Representative, Active Trader

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

Base pay: $28.10–$34.50 USD per hour for Zone 2 locations, with bonus opportunities and benefits.

Company

A fintech company building a platform to democratize finance and improve access to financial products.

What you will do

• Resolve complex customer issues involving options trading, margin, and trading platforms.
• Analyze customer issues and insights to identify trends and propose customer-centric improvements.
• Collaborate with Product, Compliance, Engineering, and other cross-functional partners to improve customer experience metrics.
• Handle escalated cases efficiently while balancing customer needs, business integrity, and regulatory compliance.
• Contribute to internal knowledge bases, training content, and onboarding processes.
• Provide Event Contracts support after obtaining Series 3 licensure.

Requirements

• At least 1 year of customer experience in financial services, ideally supporting active traders or a trade desk.
• Willingness to learn options and margin trading.
• Active Series 7 and Series 63 licenses; Series 3 required within the first 120 days.
• Experience handling and de-escalating escalated customers.
• Ability to collaborate with Product, Compliance, and Engineering teams.
• Familiarity with support platforms and CRM tools such as Salesforce.

Nice to have

• Strong interest in financial markets, trading platforms, and fintech innovation.
• Experience with derivatives and risk management.

Culture & Benefits

• High-impact work with opportunities for career growth.
• Performance-driven compensation, bonus programs, equity ownership, and 401(k) matching.
• Health insurance, employer-paid 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 expenses.
• Catered meals, events, and comfortable office workspaces.