Customer Experience Representative, Platinum Desk

Join a leading fintech company that’s democratizing finance for all.

Robinhood Markets was founded on a simple idea: that our financial markets should be accessible to all. With customers at the heart of our decisions, Robinhood and its subsidiaries and affiliates are lowering barriers and providing greater access to financial information. Together, we are building products and services that help create a financial system everyone can participate in.

With growth as the top priority...

The business is seeking curious, growth-minded thinkers to help shape our vision, structures and systems; playing a key-role as we launch into our ambitious future. If you’re invigorated by our mission, values, and drive to change the world — we’d love to have you apply.

About the team + role

Robinhood's Customer Experience team is committed to providing an outstanding customer experience. In your role as an Platinum Desk Representative, you will be empowered to help our most active customers with some of their most complex issues. In particular, your work will strive to resolve all issues experienced by our most engaged customers. Your job is not only to help our customers with the issues they encounter, but to proactively engage this subset of customers to educate, add value, and attempt to address early indications of problems. You will help us learn as a company from each interaction, so that we can make our customer's experience, using our products, as seamless as possible.

As a Representative for the Platinum Desk, you'll be the company's voice and will use exceptional empathy and product expertise to ensure our users feel understood and valued. Your mission will be to solve customer issues efficiently and effectively, while proactively connecting with them throughout the day. See an opportunity to improve customer trust at scale, or your own team's efficiency? Self-starters who spot and solve problems thrive at Robinhood, and you'll have a special role as the voice of our customers.

Overtime opportunities may be available on evenings and weekends. During extreme business needs, overtime could be mandated.

Available Shifts

Monday-Friday 7:00am-4:00pm ET

Monday - Friday 12:00pm-9:00pm ET

Monday - Friday 9:00am-6:00pm ET

The role is located in the office location(s) listed on this job description which will align with our in-office working environment. Please connect with your recruiter for more information regarding our in-office philosophy and expectations.

What you’ll do

• Deliver an outstanding customer experience by solving customer issues efficiently and effectively with empathy
• Engage with our customers via proactive outbound calls to educate, inform, and add value
• Utilize our interaction model to deliver world class customer service
• Communicate with customers using email, chat and phone channels
• Influence customer happiness and loyalty metrics
• Act as the voice of the customer by identifying and communicating customer pain points or opportunities to the product and engineering organization
• Creatively discover ways to improve productivity for the Customer Experience team
• Proactively identify ways to avoid recurrence of customer contacts by recommending changes to improve processes and knowledge articles
• Develop deep subject mastery of complex financial concepts like Equities Trading, Margin, and Options Trading
• Master Robinhood's policies and procedures pertaining to complex customer scenarios and translate them into outstanding customer interactions
• Consistently advocate for our customers, by partnering with cross-functional teams and Functional leads to share the voice of the customer

What you bring

• Bachelor's Degree from an accredited institution
• FINRA Series 7 and 63 Licenses
• 2+ years experience in a support/service role for a financial services company
• Experience in proactive outbound initiatives
• Strong sense of ownership and responsibility and instinct to Problem-Solve
• Strong Critical Thinking and Analytical Skills (e.g. pattern recognition)
• The ability to concisely and accurately communicate complex topics
• Passionate about efficiently helping our customers
• Brings positivity to our ever changing business with an appetite to consume change as we enhance our business
• Ability to provide exceptional live service, both in-office and remote
• Familiarity with financial services and the stock market
• Experience handling and resolving Options related inquiries
• Ability to think critically and apply logical problem-solving skills to isolate and resolve issues
• Stro