Robinhood is democratizing access to America’s financial system. Since our public launch in 2015, we’ve cemented our position as the fastest-growing brokerage with over two million users and billions of dollars in transaction volume. Robinhood received recognition with the Apple Design Award, the Google Material Design Award, and named Fast Company’s 11th Most Innovative Company in the World. We’re backed by top-tier investors such as DST Global, NEA, Index Ventures, Thrive Capital, Ribbit Capital, a16z, and GV, as well as individuals such as Jared Leto, Ashton Kutcher, John Legend, Snoop Dogg, and Nas.
About the Role
The Support Specialist is an opportunity is within our Tier 2 Client Services operation. This role responds to a wide variety of inquiries that are escalated from other parts of the organization. This role is expected to increase loyalty with every interaction.
As a Support Specialist you will:
Handle escalated issues promptly using strong interpersonal skills in a professional manner via phone, email, and social channels.
Managing customer issues/expectations in accordance with the process guide
Defuse complicated or frustrating customer situations.
Through conflict resolution create a positive customer experience.
Quickly diagnose and provide a path to resolving inquiries
Proactively identify ways to avoid reoccurrence of customer contacts by recommending changes to improve processes and knowledge articles
Research and resolution of our most complex issues
Other responsibilities based on business and market conditions
Some things we consider critical to being a Support Specialist:
Bachelor’s Degree or equivalent work experience
2+ years experience in a support/service role for a financial services company or technical support organization
Attention to detail, and the ability to manage changing priorities
The ability to quickly defuse customer anxiety through exceptional customer service skills
Ability to think critically and apply logical problem-solving skills to isolate and resolve issues in a timely manner
Must be able to act independently and be self-motivated
Strong written, verbal and organization skills
FINRA Series 7 license is a bonus
Note to Recruiters and Placement Agencies: Robinhood does not accept unsolicited agency resumes. Please do not forward resumes to any person or email address at Robinhood prior to obtaining a signed agreement from Recruiting/HR. Robinhood is not liable for and will not pay placement fees for candidates submitted by any agency other than its approved recruitment partners. Furthermore, any resumes sent without an agreement in place will be considered your company's gift to Robinhood and may be forwarded to our recruiters for their attention.