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Webull Financial · 3 weeks ago

Customer Experience Representative

St. Petersburg, FL

Full-time

Onsite

Entry, Mid Level

2+ years exp

Webull Financial is a leading digital brokerage platform dedicated to empowering individual investors. They are seeking a Customer Experience Representative to support clients through inbound phone and written channels while contributing to broader customer experience initiatives and improving support systems.

AnalyticsFinTechMarket ResearchTrading Platform

Senior Management

Responsibilities

Respond to inbound client inquiries via phone and written channels with professionalism, clarity, and accuracy

Support a wide range of topics including account access, banking, trading, and platform functionality

Follow established procedures and compliance protocols across all communication types

Raise knowledge gaps, broken flows, or inefficient steps through the appropriate internal channels

Collaborate with CX colleagues and cross-functional teams to improve internal SOPs, knowledge content, and escalation logic

Contribute insights to help train and refine AI-based internal and client-facing support tools

Participate in continuous improvement efforts across tools, workflows, and support systems

Qualification

Customer service experienceFinancial services knowledgeKnowledge management systemsAI-assisted workflowsContact center operationsTech-savvyBilingual skillsCommunication skillsDetail-oriented

Required

A bachelor's degree or equivalent professional experience

2+ years in customer service, brokerage, or operational support roles

Proven ability to handle inbound support across phone and written channels

Familiarity with financial services, regulated industries, or trading environments

Exposure to knowledge management systems, support automation, or AI-assisted workflows

An understanding of contact center operations, including SOP development and escalation protocols

Strong written and verbal communication skills, especially under pressure

Comfortable working independently while effectively collaborating with cross-functional teams

Naturally curious and solution-oriented, with a flexible mindset in fast-paced environments

Highly organized, detail-focused, and capable of managing complex workflows autonomously

Tech-savvy with an interest in integrating automation into everyday operations

A dedication to service excellence and ensuring consistency across all support interactions

Preferred

You hold—or are highly motivated to pursue—a Series 7 license

You handle client inquiries with precision and professionalism across all communication channels

You identify trends, proactively flag issues, and contribute to improving team processes and documentation

You have hands-on experience implementing and optimizing AI and automation tools

You operate with a strong sense of ownership, consistency, and a focus on quality and compliance

Bilingual skills that enhance the team's ability to support diverse clients

Benefits

Comprehensive Health Coverage : 100% paid medical and dental insurance for employees and dependents, vision insurance, and more!

Financial Support : 401(k) match, commuter benefits for NY positions, and short-term disability coverage.

Work-Life Balance : Generous time off that increases with tenure, paid parental leave, personal days, sick time, volunteer days and company holidays.

Wellness & Pet Care : Fitness and wellness benefits, plus pet insurance for your furry friends.

Investing in Your Future: We provide tuition reimbursement to help you pursue relevant degrees, certifications, and training that align with your career goals.

Dynamic Office Perks : Catered lunches (every Friday), fully stocked kitchens, and monthly happy hours to connect and collaborate.