Robinhood is democratizing our financial system. We offer commission-free investing in stocks, ETFs, options, and cryptocurrencies. Robinhood Financial, our broker-dealer, is a fast-growing brokerage with millions of users and billions of dollars in transaction volume. Robinhood has received the Apple Design Award (2015), the Google Play Award for Best Use of Material Design (2016), and was named Fast Company’s 11th Most Innovative Company in the world (2016). We’re backed with $539 million in capital from top-tier investors such as DST Global, NEA, Index Ventures, Thrive Capital, Sequoia, and KPCB, and were most recently valued at $5.6 billion. Robinhood is based in Menlo Park, California, and Lake Mary, Florida.
As the Customer Experience Content Specialist you will:
Partner with product teams to define a clear vision and strategy for support (CX) content at Robinhood.
Provide clear, accurate information that helps people answer their questions and solve their problems quickly and efficiently
Work closely with product / program managers and engineers to create and maintain Robinhood 1:1 (canned responses for chat, email) and 1:many (Help Center) content
Partner with our Customer Experience and Compliance teams to understand what issues are surfacing most often—and use this data to develop prioritized plans for refreshing and augmenting existing content
Continue iterating on, testing, and optimizing 1:1 and 1:many content to help uncover the most successful approaches
Build measurable goals that help you understand the effectiveness of the initiatives you undertake.
Develop processes that will provide structure for your work with other teams and allow you to ultimately scale your work to a larger team over time
Expand and maintain content standards for the Help Center
3-5 years experience in a CX/support content role
Financial services or FinTech experience
Excellent writing and editing skills, specifically with help/support content for web and mobile
Experience working with a content management system to publish and maintain help content/documentation
Knowledge of HTML or markdown
Data analysis skills (ex: SQL or other logic-based system)
Proven ability to collaborate successfully with cross-functional partners (engineers, product managers, designers, and other content strategists)
Ability to work independently in a fast-paced environment
Passion for Robinhood’s mission and deep empathy for our diverse community