Robinhood Careers in Chicago – Options Support Representative

Job Description:

Robinhood’s Customer Experience team is committed to providing an outstanding customer experience. In your role as an Options Support Representative, you will be empowered to help our customers with some of their most complex issues. In particular, your work will focus primarily on Options trading related issues experienced by our fast-growing customers. Your job is not only to help our customers with the issues they encounter, but to 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 an Options Support Representative, 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. 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.

The role is an opportunity within our Options Support team. You’ll respond to a wide variety of inquiries from our customers using email, chat, and phone and will be expected to increase loyalty with every interaction. Must have the ability to work evenings and weekend hours.

Job Responsibilities:

• Deliver an outstanding customer experience
• Solve customer issues efficiently and effectively with empathy
• Act as the voice of the customer by identifying and communicating customer pain points or opportunities to the product and engineering organization
• 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
• 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
• Communicate with customers using email, chat and phone channels
• Influence customer happiness and loyalty metrics

Job Requirements:

• 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
• 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

Job Details:

Company: Robinhood

Vacancy Type:  Full Time

Job Location: Chicago, IL, US

Application Deadline: N/A

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