Customer Experience Representative, Platinum Desk

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
• Strong written and verbal communication skills
• Attention to detail and strong analytical skills
• Must be able to act independently and be self-motivated
• The ability to quickly defuse customer anxiety through exceptional customer service skills

What we offer

• Market competitive and pay equity-focused compensation structure
• 100% paid health insurance for employees with 90% coverage for dependents
• Annual lifestyle wallet for personal wellness, learning and development, and more!
• Lifetime maximum benefit for family forming and fertility benefits
• Dedicated mental health support for employees and eligible dependents
• Generous time away including company holidays, paid time off, sick time, parental leave, and more!
• Lively office environment with catered meals, fully stocked kitchens, and geo-specific commuter benefits

We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on September 19, 2024.

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