Executive Director, Life Sciences Partnerships
Trial Library
Customer Experience Representative, Advanced Services
Robinhood
full-time
Posted on:
Location Type: Hybrid
Location: Chicago • Colorado, Illinois, Texas • 🇺🇸 United States
Visit company websiteSalary
💰 $34 - $40 per hour
Job Level
Mid-LevelSenior
About the role
- Independently lead significant initiatives to elevate customer experience metrics (ASAT/QA), proactively engaging with cross-functional stakeholders.
- Mentor and guide junior team members, fostering best practices, professional growth, and a culture of continuous learning.
- Represent Customer Experience in strategic cross-functional meetings, providing insights and recommendations to influence product roadmaps.
- Deepen subject matter expertise, particularly in complex areas like Options and Margin trading, to serve as a trusted resource for high impact interactions.
- Contribute significantly to onboarding and team capability enhancement initiatives.
- Champion operational excellence through process innovation, robust quality assurance, and proactive automation strategies.
- Use exceptional empathy and product expertise to ensure users feel understood and valued; solve customer issues efficiently and effectively.
- Empower customers to learn and grow as traders, focusing on options trading and margin related issues.
- Provide feedback to business partners to enhance product and platform.
Requirements
- 3+ years of customer experience within financial services, including at least 2 year of hands-on experience on a trade desk or in an active trader role.
- Active Series 7 & 63
- Bonus is you have series 3 &4
- Extensive experience collaborating directly with Product, Compliance, or Engineering teams, driving tangible improvements in product functionality and customer experience.
- Proven capability in complex data analytics and strategic reporting to influence high-level decisions and process improvements.
- Demonstrated aptitude for navigating ambiguous situations and providing strategic guidance, balancing immediate tactical requirements with long-term objectives.
- Expert experience in managing and resolving high-priority, escalated customer scenarios, balancing customer expectations with compliance and regulatory obligations.
- Advanced proficiency with support tools, automation platforms, and CRM systems (e.g. Salesforce,).
- Passionate commitment to financial markets, customer advocacy, and advancing fintech solutions.
- Educate customers proactively, enhancing their understanding of complex financial products and services.
- Identify opportunities for lead generation and collaborate with appropriate internal stakeholders to drive customer acquisition and growth.
Benefits
- Challenging, high-impact work to grow your career
- Performance driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching
- Best in class benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents
- Lifestyle wallet - a highly flexible benefits spending account for wellness, learning, and more
- Employer-paid life & disability insurance, fertility benefits, and mental health benefits
- Time off to recharge including company holidays, paid time off, sick time, parental leave, and more!
- Exceptional office experience with catered meals, events, and comfortable workspaces.
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analyticsstrategic reportingprocess innovationquality assuranceautomation strategiesoptions tradingmargin tradingcustomer experience metrics
Soft skills
mentoringcross-functional collaborationempathyproblem-solvingstrategic guidancecustomer advocacynavigating ambiguity
Certifications
Series 7Series 63Series 3Series 4
