Customer Experience Associate, Resolutions Desk

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