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Customer Experience Associate, Trump Accounts Resolutions Desk

Robinhood· Customer Care
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Hybrid (Westlake, TX)$21.3k - $25kfull-timePosted 1mo ago

About the role

Role within the Trump Accounts Support team at Robinhood, serving as the front line for agents by escalating and resolving tickets that require deeper product and policy expertise. Focus on coaching agents, ensuring policy adherence, and surfacing patterns to improve tooling and processes for a high-visibility Trump Accounts program.

Responsibilities

  • Empower Customer Experience agents by providing timely, empathetic, and accurate guidance via Help Desk tickets and live phone consultations
  • Guide Customer Experience agents through complex support workflows, including account activation, login troubleshooting, and funding setup, using approved internal resources
  • Support Customer Experience agents in adhering to documented policies and scripts to ensure a consistent, high-quality experience for the end customer
  • Assist Customer Experience agents in identifying issues that require specialized escalation to licensed teammates or managers, providing clear instructions for routing
  • Review and coach agents on case hygiene to ensure internal documentation is accurate and supports seamless team follow-up
  • Coach Customer Experience agents on using sound judgment to avoid speculation and stay within the boundaries of approved support guidance when responding to broader customer inquiries
  • Aggregate feedback from Customer Experience agent interactions to highlight recurring process pain points and product gaps to leadership
  • Serve as a subject matter expert for Customer Experience agents on evolving tools and workflows to ensure they remain proficient as the product changes
  • Maintain flexible availability to ensure consistent internal support coverage for Customer Experience agents during evenings, weekends, and holidays

Qualifications

  • 1+ year of experience in customer support, operations, contact center work, or another customer-facing environment
  • Strong written and verbal communication skills, with the ability to explain information clearly and calmly
  • Demonstrated customer empathy and the ability to de-escalate tense situations while staying accurate and composed
  • Strong judgment when following policies and approved guidance, including knowing when to resolve independently versus escalate
  • Excellent attention to detail and discipline around documentation, process adherence, and data handling
  • Ability to learn new products, systems, and workflows quickly in a fast-moving environment
  • Comfort managing multiple priorities at once while maintaining responsiveness and quality
  • A collaborative mindset and willingness to partner across operations, quality, product, compliance, and support teams as needed
  • High integrity and professionalism in a role supporting a sensitive, high-visibility line of business
  • This position is restricted to US citizens or lawful permanent residents due to legal requirements.

Skills

Required:CommunicationProblem SolvingPolicy Adherence

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 including 100% paid health insurance for employees with 90% coverage for dependents
  • Access to the Robinhood Employee Fund
  • Access to AI tools and ongoing AI skill-building
  • Lifestyle wallet for wellness, learning, and more
  • Employer-paid life & disability insurance, fertility benefits, and mental health benefits
  • Time off including company holidays, paid time off, sick time, parental leave, and more
  • Exceptional office experience with catered meals, events, and comfortable workspaces
Last updated Oct 14, 2026. Interested? Apply on the company site.

About Robinhood

24/5 Commission-Free Stock Trading & Investing

Trade stocks on Robinhood with commission-free investing & advanced trading tools. Access fractional shares, real-time market data, and more. Terms and fees may apply.

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