Customer Experience Representative

Job description

About The Role & Team Webull is seeking adaptable, thoughtful, and detail-oriented professionals to join our Customer Experience (CX) team. As a Customer Experience Representative, you’ll support clients across inbound phone and written support channels while contributing directly to broader CX initiatives. This is more than a traditional support role. In addition to resolving day-to-day inquiries, you’ll help shape how our support systems are scaled by improving internal knowledge, identifying gaps, and informing how we leverage automation to streamline and modernize service delivery. We're actively transforming our operating model into a smarter, faster, AI-enabled experience for both clients and agents, and your input will help drive that shift. In This Role, You Will 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 The Skills You Bring 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 What Makes You Stand Out 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 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 15 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 lunches (every Friday), fully stocked kitchens, and monthly happy hours to connect and collaborate. This role is based in our St Pete Global HQ (200 Carillon Pkwy, FL), where in-person collaboration fuels growth, mentorship, and innovation. EEOC Statement Webull is an equal opportunity employer. We’re committed to building a diverse and inclusive team where all backgrounds, perspectives, and talents are valued. 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.