Robinhood is changing the way America invests. We believe our financial system should work for everyone and not just a few. We offer commission-free trading for stocks, ETFs, options, and cryptocurrencies—all in one, user-friendly platform. Since our public launch in 2015, we’ve enabled millions of people to participate in the markets, cementing us as the fastest-growing brokerage ever.
Our customers mean a lot to us, and no matter who they are, we want to make sure we give them a great experience. That starts with you!
Nestled just outside of Orlando, Florida, our Lake Mary office houses our Customer Experience team - the voice of the Robinhood experience and the first line of communication with Robinhood. As a Customer Experience Associate, you’ll become a subject matter expert on all things Robinhood. You’ll answer questions and resolve whatever issues customers may have with their accounts, making sure customers leave feeling cared for, understood, and - most importantly - happy they’re using Robinhood. We’ll also look to you to develop and streamline the behind-the-scenes work. Think your job could be made easier with a new process or tool? We want to know how.
Still interested? Well here’s what it takes to be a Customer Experience Associate...
You’re empathetic: finance can be a daunting and confusing topic for many of our customers, and you understand that. You inspire confidence and calm in people, and anyone that talks to you knows that Robinhood has their back.
You’re a natural communicator: you can take a complex issue and explain it in simple terms to any audience. You’re great at listening to people’s problems and communicating a resolution in simple and accurate terms, making sure both sides leave on the same page.
You’re a team player: keeping Robinhood running is no small task, and you’re going to be working alongside a lot of other motivated, smart individuals. You’re great at communicating with other people, and are happy to pitch in and help wherever possible. Your presence is a productivity multiplier, and people naturally reach out to you for help - that’s just who you are.
Writing is your jam: you’ll be writing a lot on the job, whether to customers or coworkers. You’re a stickler for spelling and grammar, and enjoy adding your own personal flair to your messages while keeping them crisp and to the point.
You’re ingenious: we’re not just looking for people to help customers, we also want you to help us figure out what we’re doing wrong! You enjoy making things better, whether big or small. If you see a process or procedure that you think is inefficient or broken, you’re the type of person to come up with a fix for it and own it all the way to completion.
You’re dynamic: whatever life throws at you, you’re ready. You can handle routine tasks, or completely one-off requests. You can learn new skills when you have to, and know how to hunt down answers when you don’t know something. Ambiguity doesn’t faze you.
You’re a go-getter: when one problem is solved, you go find another. You’re ready to take on whatever comes your way, and tackle new tasks as they arise.
You’re hungry: democratizing the American financial system is a marathon, not a sprint, and you get that. You remain focused through difficult periods because you know that success takes time.
A day in the life of a Customer Experience Associate:
Customer Experience Associates handle a lot, but your days may include a mix of the following:
- Research customer issues, resolve them, and communicate the results to the customer over email or phone.
- Document processes for internal training purposes
- Work across teams on individual projects - process streamlining, brokerage operations, product improvement… sky’s the limit!
We’re still in full start-up mode. With so many products and projects on the horizon, things change all the time, and quickly.
We look to our Customer Experience Associates to grow their expertise and comfort with our suite of products over time. As you become a more capable and valuable member of the team, you’ll take on greater responsibilities - you’ll handle more advanced customer issues, help out with training and interviews, develop solutions for common customer issues, and start managing workflows and processes on your own. You’re going to handle a lot as a Customer Experience Associate, but it’s just the beginning.
Note to Recruiters and Placement Agencies: Robinhood does not accept unsolicited agency resumes. Robinhood does not pay placement fees for candidates submitted by any agency other than its approved partners.