Summary

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

1. Deliver a best-in-class, white glove customer experience by solving complex customer issues efficiently and effectively through customer advocacy and empathy
2. Communicate with customers across various live interaction channels, including email, chat and phone
3. Engage with our customers via proactive outbound calls to deepen customer relationships, create awareness of products & services and expand share of wallet
4. Utilize our interaction model to deliver world class customer service
5. Influence and drive exceptional customer satisfaction and loyalty metrics
6. Develop deep subject mastery of complex financial concepts like Margin, Pattern Day Trading and advanced Options Trading
7. Master Robinhood's policies and procedures pertaining to complex customer scenarios and translate them into outstanding customer interactions
8. Consistently advocate for our customers, by partnering with cross-functional teams and Functional Leads to resolve escalated issues
9. Act as the voice of the customer by identifying and communicating customer feedback and new feature requests to the product and engineering organization
10. Creatively discover ways to improve productivity for the Customer Experience team
11. Proactively identify ways to avoid recurrence of customer contacts by recommending changes to improve processes and knowledge articles

What you bring

1. FINRA Series 7 and 63 Licenses
2. 2+ years experience in a customer support/service role for a financial services company
3. Experience working with High Net Worth and/or Active Trader customers
4. Experience with proactive outbound initiatives and campaigns
5. Strong sense of ownership and responsibility with demonstrated instinct to Problem-Solve
6. Strong Critical Thinking and Analytical Skills (e.g. pattern recognition)
7. The ability to concisely and accurately communicate complex topics
8. Passionate about efficiently helping our customers reach their financial goals
9. Bring a positive attitude with a strong ability to adapt to change as we continuously enhance and evolve our business
10. Ability to provide exceptional live service, both in-office and remote
11. Familiarity with financial services and the stock market
12. Experience handling and resolving Options related inquiries
13. Ability to think critically and apply logical problem-solving skills to isolate and resolve issues
14. Strong written and verbal communication skills
15. Attention to detail and strong analytical skills
16. Must be able to act independently and be self-motivated while also supporting a team centric environment
17. The ability to quickly defuse customer anxiety through exceptional customer service skills

Please see the independent bias audit report covering our use of Covey here.

Base pay for the successful applicant will depend on a variety of job-related factors, which may include education, training, experience, location, business needs, or market demands. The expected salary range for this role is based on the location where the work will be performed and is aligned to one of 3 compensation zones. This role is also eligible to participate in a Robinhood bonus plan.

Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC)

$34—$40 USD

Zone 2 (Denver, CO; Westlake, TX; Chicago, IL)

$34—$40 USD

Zone 3 (Lake Mary, FL)

$33.15—$39 USD

Skills

• Analytical Thinking
• Attention to Detail
• Communications Skills
• Critical Thinking
• Problem Solving