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.

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.

 Applications for this role will be accepted ongoing. Please connect with your recruiter for more information about this roles application window.

• Deliver a best-in-class, white glove customer experience by solving complex customer issues efficiently and effectively through customer advocacy and empathy
• Communicate with customers across various live interaction channels, including email, chat and phone
• Engage with our customers via proactive outbound calls to deepen customer relationships, create awareness of products & services and expand share of wallet
• Utilize our interaction model to deliver world class customer service
• Influence and drive exceptional customer satisfaction and loyalty metrics
• Develop deep subject mastery of complex financial concepts like Margin, Pattern Day Trading and advanced 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 resolve escalated issues
• Act as the voice of the customer by identifying and communicating customer feedback and new feature requests 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

• FINRA Series 7 and 63 Licenses
• Strongly preferred - active Series 66 or ability in obtaining a Series 66 in first 120 days
• Strongly preferred - active Series 3 or ability in obtaining a Series 3 in first 120 days
• 2+ years experience in a customer support/service role for a financial services company
• Experience working with High Net Worth and/or Active Trader customers
• Experience with proactive outbound initiatives and campaigns
• Strong sense of ownership and responsibility with demonstrated 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 reach their financial goals
• Bring a positive attitude with a strong ability to adapt to change as we continuously enhance and evolve 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 while also supporting a team centric environment
• The ability to quickly defuse customer anxiety through exceptional customer service skills

• 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