# Customer Experience Associate, Resolutions Desk **Company**: Robinhood **Location**: Denver, CO **Work arrangement**: hybrid **Experience**: entry **Job type**: full-time **Salary**: $21.30-$25 **Category**: Operations **Industry**: Finance **Apply**: https://job-boards.greenhouse.io/robinhood/jobs/8268261?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_0643df2b-e80 ## Description Join Robinhood in building the future of finance, where an estimated $124 trillion of assets will be inherited by younger generations in the next two decades. As a Customer Experience Associate, Resolutions Desk, you'll be the first line of live support for our CX agents, helping them navigate customer questions across chat, email, and phone. ## Responsibilities - Serve as a real-time point of contact for CX agents across chat, email, and phone, answering questions according to well-defined policies, procedures, and escalation playbooks - Handle escalations as part of your regular workload from day one, resolving straightforward cases and building fluency for more complex ones over time - Apply a teaching-vs-telling approach so agents walk away better equipped to handle similar questions independently next time - Recognize when a situation calls for a supervisor and route it promptly - Issue goodwill credits and refunds within your authorized limits, escalating anything beyond that to your manager - Log and track your interactions accurately to support clear case history and smooth handoffs - Flag recurring agent questions or process gaps to your manager to help surface patterns worth addressing ## Requirements - Experience in a customer-facing role, with a track record of strong performance - Excellent written and verbal communication skills, with the ability to explain concepts clearly to both agents and customers - Comfortable applying documented policies and procedures on live escalations, with the judgment to know when to bring in a supervisor - Ability to quickly defuse anxiety and de-escalate tense situations through empathetic, confident communication - Strong organizational skills and attention to detail when following playbooks and logging case information - High empathy paired with a teach-vs-tell communication style ## Benefits - Challenging, high-impact work to grow your career - Performance-driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching - Top Tier benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents - Access to the Robinhood Employee Fund that gives eligible US employees the opportunity to invest in a private employee fund that provides exposure to Robinhood Ventures funds - Access to the best AI tools on the market and continuous AI skill-building for every employee, technical or not - 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 ## Skills ### Required - customer service - communication - problem-solving - organizational skills - empathy --- Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/robinhood/jobs/8268261?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)