Crypto Operations Specialist, Account Servicing
3 weeks ago
Join a leading fintech company that’s democratizing finance for all.
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.
As we continue to build...
We’re seeking curious, growth minded thinkers to help shape our vision, structures and systems; playing a key-role as we launch into our ambitious future. If you’re invigorated by our mission, values, and drive to change the world — we’d love to have you apply.
About the team + role
The Crypto Operations team is passionate about delivering an excellent end-customer experience and mitigating firm risk while supporting cutting-edge crypto products. As a Crypto Operations Specialist on the Account Servicing desk, you’ll serve as a technical product expert and own processes critical to supporting Robinhood’s crypto product and its customers. You’ll work closely with our Crypto Product and Engineering teams to solve existing issues as well as prep and plan for new product and service launches. You’ll be expected to troubleshoot complex customer issues and will serve as the Customer Experience team’s point of contact on crypto-related customer inquiries and escalations.
The role is located in the office location(s) listed on this job description which will align with our in-office working environment. Please connect with your recruiter for more information regarding our in-office philosophy and expectations.
What you’ll do
Handling customer escalations, troubleshooting complex issues in Salesforce, and leading root-cause analysis of bug and issue reportsProactively communicating with the CX and Engineering teams on various issues that crypto customers may face, developing and building solutionsExecuting 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 basisDeveloping 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 audiencesWhat you bring
Bachelor's degree or equivalent practical experienceDeep familiarity with cryptocurrency products and blockchain technology3+ years experience in an operations or customer support role at a financial services, fintech, or cryptocurrency companyExcellent written and verbal communication skillsAttention to detail and strong data-driven mindset and analytical skillsCrypto trading experience, preferably on multiple platformsData analytics experience building or optimizing custom reports and dashboardsWhat we offer
Market competitive and pay equity-focused compensation structure100% paid health insurance for employees with 90% coverage for dependentsAnnual lifestyle wallet for personal wellness, learning and development, and moreLifetime maximum benefit for family forming and fertility benefitsDedicated mental health support for employees and eligible dependentsGenerous time away including company holidays, paid time off, sick time, parental leave, and moreLively office environment with catered meals, fully stocked kitchens, and geo-specific commuter benefitsClick to learn more about Robinhood’s Benefits.
We’re looking for more growth-minded and collaborative people to be a part of our journey in democratizing finance for all. If you’re ready to give 100% in helping us achieve our mission—we’d love to have you apply even if you feel unsure about whether you meet every single requirement in this posting. At Robinhood, we're looking for people invigorated by our mission, values, and drive to change the world, not just those who simply check off all the boxes.
Robinhood embraces a diversity of backgrounds and experiences and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone. Additionally, Robinhood provides reasonable accommodations for candidates on request and respects applicants' privacy rights. To review please review the specific policy applicable to the country where you are applying.
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