Customer Experience Associate (Fintech)

TL;DR

Customer Experience Associate (Fintech): Providing high-touch support to users on complex financial topics via chat, email, and phone with an accent on user empathy and product expertise. Focus on resolving customer inquiries using independent judgment and driving product improvements based on interaction trends.

Location: Must be based in the US (Denver, CO; Westlake, TX; Chicago, IL; Lake Mary, FL; Clearwater, FL; or Gainesville, FL). Hybrid: 5 days in-person during 6-week onboarding, then at least 3 days a week in office.

Salary: $20.40 - $25 per hour

Company

A financial services platform on a mission to democratize finance for all.

What you will do

• Deliver exceptional customer experiences via chat, email, and phone, helping users navigate financial topics and platform tools.
• Identify and communicate improved ways to serve users based on real-time feedback and interaction trends.
• Develop deep proficiency in Robinhood’s product suite and a range of complex financial concepts.
• Resolve customer inquiries by exercising independent thought and judgment in a fast-paced environment.

Requirements

• Must be based in or able to commute to the specified US offices.
• Ability to work the required shifts for a 24/7 service model.
• Excellent written and verbal communication skills to explain complex topics clearly.
• Strong ability to defuse anxiety and handle high-pressure customer interactions.
• Ability to prioritize tasks and adapt to new challenges in an evolving landscape.

Nice to have

• Experience working in a customer support environment.
• Bachelor’s degree.
• Prior experience in the financial services industry.

Culture & Benefits

• Performance-driven compensation including bonus programs and equity ownership.
• Comprehensive health benefits, including 100% paid health insurance for employees.
• 401(k) matching and a flexible lifestyle wallet for wellness and learning.
• Employer-paid life, disability, fertility, and mental health benefits.
• Office perks including catered meals and comfortable workspaces.