About the company
Robinhood was founded on a simple idea: that our financial markets should be accessible to all. With customers at the heart of our decisions, Robinhood is lowering barriers and providing greater access to financial information. Together, we are building products and services that help create a financial system everyone can participate in.
Job Summary
What youâll 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 customersâ 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 Robinhoodâs 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
