Customer Experience Representative, Advanced Services

• 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

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

Series 3 & 4 licenses

• Performance driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 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, and mental health benefits
• Time off to recharge including company holidays, paid time off, sick time, parental leave, and more
• Exceptional office experience with catered meals, events, and comfortable workspaces