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Customer Experience Associate, Resolutions Desk

Robinhood· Customer Care
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full-timePosted 1w ago

About the role

Robinhood’s CX team provides world-class service. The Resolutions Desk supports CX associates with real-time education, resolving escalated situations, and acting as a resource for exceptions. The role is an entry point to the Resolutions Desk with day-one escalation responsibilities and growing complexity over time.

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

Qualifications

  • Experience in a customer-facing role, with a track record of strong performance — this is an entry point onto the Resolutions Desk, so prior escalation experience isn't required
  • 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
Last updated Oct 14, 2026. Interested? Apply on the company site.

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