What you’ll do

📍Handling customer escalations, troubleshooting complex issues in Salesforce, and leading root-cause analysis of bug and issue reports 📍Proactively communicating with the CX and Engineering teams on various issues that crypto customers may face, developing and building solutions 📍Executing account actions as needed such as implementing or lifting trading restrictions, selling out customers’ crypto on their request when they are unable to, verifying residency, uploading tax documents, etc. 📍Performing routine operational tasks that are critical to daily operations of Robinhood’s business, working cross-functionally across products and teams. 📍Driving continuous improvement of products and the customer experience by gathering and analyzing data around contact drivers and common issues and reporting on these on a frequent basis 📍Developing and maintaining technical and non-technical documentation and playbooks (including customer-facing communications and internal documents such as SOPs) to assist with defining and explaining processes for both internal and external audiences

What you bring

📍Bachelor's degree or equivalent practical experience 📍Deep familiarity with cryptocurrency products and blockchain technology 📍3+ years experience in an operations or customer support role at a financial services, fintech, or cryptocurrency company 📍Excellent written and verbal communication skills 📍Attention to detail and strong data-driven mindset and analytical skills 📍Crypto trading experience, preferably on multiple platforms 📍Data analytics experience building or optimizing custom reports and dashboards