Overnight Customer Experience Representative, Advanced Services

Chicago · Denver · Westlake, TX · 3+ years experience · Remote · Posted Sep 22, 2026

At a glance

As an Advanced Services Representative at Robinhood, you will be empowered to help our customers with some of their most complex issues.
Your work will focus primarily on options trading and margin related issues experienced by fast-growing customers.
You will also play a critical role in providing feedback to business partners that help further enhance our product and platform.

Support key initiatives aimed at improving customer experience metrics (ASAT, QA) by collaborating with cross-functional teams.
Identify and analyze customer issues, providing thorough and effective solutions to enhance customer satisfaction.
Develop subject matter expertise in areas such as Options and Margin trading to effectively handle and resolve technical customer queries.
Utilize customer insights and data analytics to identify trends, escalate findings, and propose customer-centric solutions.
Contribute to internal knowledge bases, training content, and onboarding processes to improve team readiness and effectiveness.
Address escalated customer issues, ensuring swift resolution while balancing business integrity and regulatory compliance.
Engage in continuous learning and actively participate in team-driven process improvements.
Provide customer support for Event Contracts upon obtaining Series 3 licensure, leveraging strong derivatives and risk management expertise.

3+ years of customer experience within financial services, including at least 1 year working in an active trader role or on a trade desk.
Active Series 7 & 63.
Demonstrated ability to collaborate with cross-functional teams (Product, Compliance, Engineering) to enhance product functionality and customer satisfaction.
Proven track record of effectively handling escalated customers and successfully de-escalating them.
Familiarity with support platforms and CRM tools (e.g. Salesforce).
Enthusiasm for financial markets, trading platforms, and fintech innovations.

Performance driven compensation with multipliers for outsized impact
Bonus programs
Equity ownership
401(k) matching
100% paid health insurance for employees with 90% coverage for dependents
Lifestyle wallet - a highly flexible benefits spending account for wellness, learning, and more
Employer-paid life & disability insurance
Fertility benefits
Mental health benefits
Time off to recharge including company holidays, paid time off, sick time, parental leave

In-person attendance expected 5 days per week during the 9-week onboarding period.
After onboarding, remote shifts expected with overnight-shift hours at least 5 days a week.
Role is based in Chicago, IL, Denver, CO, and Westlake, TX offices.