Customer Experience Representative

Customer Experience Representative

Webull Financial Saint Petersburg, Florida, United States

Webull is a leading digital brokerage platform built on next generation global infrastructure. At Webull, we believe that everyone should have an equal opportunity to control their own financial future. Our vision has always been to empower individual investors with the tools and resources they need to succeed financially. This commitment remains at the heart of everything we do. From low-fee trading and robust market data to advanced analytical tools, we are committed to providing a seamless, top-tier trading experience.

About The Role & Team

Webull is seeking licensed, trading-fluent professionals to join our Customer Experience (CX) team. As a Customer Experience Representative, you will support clients across inbound phone and written channels and help them grow in confidence as traders.

Beyond day-to-day support, you will help scale & modernize our support systems by improving internal knowledge, identifying gaps, and shaping how we use automation to create a smarter, faster, AI-enabled experience for clients and agents.

This licensed role supports active, self-directed traders. Candidates must correctly answer advanced trading questions during every interview round.

In This Role, You Will

• Resolve inbound client inquiries across phone and written support channels, owning trading-related issues end to end, including order execution, profit and loss (P&L), margin buying power calculations, options trades and advanced strategies, and trade disputes.
• Explain each resolution and the trading mechanics behind it clearly.
• Handle escalated and time-sensitive situations with sound judgment, balancing client outcomes against regulatory, compliance, and firm requirements.
• Help train and refine the AI tools used by agents and clients.

The Skills You Bring

• A bachelor's degree or equivalent professional experience.
• An active FINRA Series 7 license, plus an active Series 63 or Series 66 license.
• At least 3 years of client-facing financial services experience, including at least 1 year at a retail brokerage, preferably a digital or fintech brokerage.
• Strong proficiency in equities, options, margin trading, applicable regulations, tax reporting, cost basis, and retirement account rules.

What Makes You Stand Out

• Experience in a specialized client-facing role at a retail brokerage, such as Active Trader, Advanced Services, or trade desk support.
• Bilingual fluency that expands the team's language coverage for clients.
• A track record of de-escalating difficult conversations and communicating clearly under pressure across phone and written channels.
• A passion for serving, educating, and empowering clients, with an unwavering commitment to delivering a best-in-class, industry-leading customer experience.
• A builder's mentality: identifying trends, flagging issues, and continually improving processes, documentation, and the way the team operates and serves clients.
• The highest standards of professional performance, accountability, quality, and compliance.
• The ability to thrive in a fast-paced, rapidly evolving, dynamic environment.
• The ability to leverage tools and resources to work with a high degree of independence and self-reliance.
• A passion for learning and continuous development, and enthusiasm for financial markets, trading platforms, and fintech innovation.

Why Webull?

Webull is more than a fintech company—we’re a global community of innovators, collaborators, and trailblazers. Headquartered in St. Petersburg, FL, Webull operates in 16 regions worldwide, serving over 20 million users. At Webull, your ideas matter, your voice is heard, and your work makes a real impact.

Investing in our people is a top priority for us, which is why we have a comprehensive benefits package that includes:

• 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…