Customer Experience Representative, Derivatives

About the team + role

We are building an elite team, applying frontier technologies to the world’s biggest financial problems. We’re looking for bold thinkers. Sharp problem-solvers. Builders who are wired to make an impact. Robinhood isn’t a place for complacency, it’s where ambitious people do the best work of their careers. We’re a high-performing, fast-moving team with ethics at the center of everything we do. Expectations are high, and so are the rewards.

Robinhood is seeking experienced CX professionals with a passion for derivative products (futures, options on futures, forex, etc.) to join the Advanced Services team. This team will support customers including power customers on complex topics including margin, options and futures. Robinhood Derivatives, LLC is a new Robinhood subsidiary looking to provide a best-in-class futures product, and later options on futures, forex, and futures across multiple account types.

If selected for this role, you will help shape the brand of this exciting new product suite, and have an opportunity to support customers as they employ sophisticated investment strategies to deliver on their unique investment objectives.

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

This role is based in our Chicago, IL, Denver, CO, and Westlake, TX offices, with in-person attendance expected 5 days per week during the onboarding period and at least 3 days per week afterwards.

At Robinhood, we believe in the power of in-person work to accelerate progress, spark innovation, and strengthen community. Our office experience is intentional, energizing, and designed to fully support high-performing teams.

What you’ll do

• Leverage deep product- and subject-matter expertise to resolve customer issues and questions involving options, margin and futures outrights. Later this may expand to other derivative products such as options on futures and forex.
• Uncover potential customer or firm risk and ability to communicate that to customers in an articulate manner.
• Utilize our internal tools, including but not limited to: Salesforce and Twilio, to respond to customers in all areas of Options, Futures, and Margin.
• Leverage knowledge of our Robinhood app, web and futures products in order to assist customers as they navigate our exciting new products and require clear explanations to often technical inquiries.
• Utilize brokerage acumen and risk management understanding in order to place closing trades for customers when necessary.
• Research current/future market events and be able to communicate and discuss with customers from a theoretical perspective without providing investment advice.

What you bring

• Active FINRA Series 7, 63, and Series 3 required
• Minimum 3 years in professional trade desk experience
• Demonstrated results supporting customers in advanced trading
• Ability to break down positions in futures and options
• Assess risk and how to mitigate when needed
• Excellent interpersonal skills and communication skills
• Ability to make excellent quick decisions under pressure
• Ability to communicate effectively and de-escalate situations
• Demonstrates subject matter expertise in complex financial services topics including options, margin, and futures
• Ability to concisely and accurately communicate complex topics to our customers
• Schedule flexibility as we evolve to meet the growing demands of our business and customers (working across multiple time zones)

What we offer

• 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