Customer Experience Associate

Robinhood; Denver City (TX); Hybrid; USD 29,000 - 34,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Equity ownership

Bonus programs

Catered meals

AI tools access

Wellbeing benefits

Job summary

Robinhood is seeking a Customer Experience Associate to support users with complex financial topics across chat, email, and phone channels. This role emphasizes empathy, product knowledge, and continuous improvement in a fast-moving environment with in-person onboarding during the initial six weeks.

You will develop deep proficiency in our financial products, resolve inquiries, and contribute to improving the customer journey while working as part of a high-performing team.

Qualifications

• Bachelor’s degree or prior experience in the financial services industry is a plus.
• Experience in customer support environments preferred.

Responsibilities

• Provide an exceptional experience for customers through phone, email, and chat channels, helping them navigate financial topics and platform tools.
• Drive continuous improvement by identifying and communicating improved ways to serve our users based on real-time feedback and interaction trends.
• Grow your financial services expertise as you develop deep proficiency in the company’s products and a range of financial concepts.
• Resolve customer inquiries by exercising independent thought and judgment to find the best solutions in a fast-paced environment.

Skills

Empathy

Written communication

Verbal communication

Independent thinking

Multitasking

Adaptability

Education

Bachelor's degree

Job description

Join us in building the future of finance.

Our mission is to democratize finance for all. An estimated $124 trillion of assets will be inherited by younger generations in the next two decades. The largest transfer of wealth in human history. If you’re ready to be at the epicenter of this historic cultural and financial shift, keep reading.

About the team + role

We are building an elite team, applying frontier technologies to the world’s biggest financial problems. We’re looking for bold thinkers. Sharp problem-solvers. Builders who are wired to make an impact. the company isn’t a place for complacency, it’s where ambitious people do the best work of their careers. We’re a high-performing, fast-moving team with ethics at the center of everything we do. Expectations are high, and so are the rewards.

The Customer Experience Associate role offers a unique opportunity to build a career in financial services by supporting our users through complex financial topics. As a member of this team, you'll be the company's voice and will use exceptional empathy and product expertise to ensure our users feel understood and valued. Your job is not only to help our customers, but to help us learn as a company from each interaction, so that we can make our customers' experience using our products as seamless as possible.

We demonstrate insane customer focus related to a range of needs from simplistic to complex through chat, email, and phone channels. This is an unlicensed role focused on providing high-touch support and guidance on our financial products and platform features.

This role is based in our Denver, CO, and Westlake, TX offices, with In-person attendance expected 5 days per week during the 6-week onboarding period. After onboarding in-person attendance is expected at least 3 days a week.What you’ll do

• Provide an exceptional experience for customers through phone, email, and chat channels, helping them navigate financial topics and platform tools.

• Drive continuous improvement by identifying and communicating improved ways to serve our users based on real-time feedback and interaction trends.

• Grow your financial services expertise as you develop deep proficiency in the company’s products and a range of financial concepts.

• Resolve customer inquiries by exercising independent thought and judgment to find the best solutions in a fast-paced environment.

What you bring

• A passion for supporting customers through various channels and the ability to quickly defuse anxiety through exceptional service skills.

• Excellent written and verbal communication skills with the ability to explain complex topics clearly.

• Effectiveness and willingness to adapt to customer experience delivery through both phone and written channels.

• Comfortable with a fast-paced, evolving landscape and eager to embrace skill development through coaching and feedback.

• Ability to exercise independent thought, prioritize tasks in a multi-task environment, and adapt to new challenges.

• A Bachelor’s degree or prior experience in the financial services industry is a plus.

• Experience working in a customer support environment is preferred.

• Ability to work the required shift for a 24/7 model

What we offer

• 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 the company Employee Fund that gives eligible US employees the opportunity to invest in a private employee fund that provides exposure to the company 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.

In addition to the base pay range listed below, this role is also eligible for bonus opportunities + benefits.

Base pay for the successful applicant will depend on a variety of job-related factors, which may include education, training, experience, location, business needs, or market demands. The expected base pay range for this role is based on the location where the work will be performed and is aligned to one of 3 compensation zones. For other locations not listed, compensation can be discussed with your recruiter during the interview process.

Base Pay Range:

Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC)

$21.30—$25 USD

Zone 2 (Denver, CO; Westlake, TX; Chicago, IL)

$21.30—$25 USD

Zone 3 (Lake Mary, FL; Clearwater, FL; Gainesville, FL)

$20.40—$24 USD

If our mission energizes you and you’re ready to build the future of finance, we look forward to seeing your application.

AI Usage Disclosure:

the company uses artificial intelligence (AI) tools to support parts of our recruiting process. These tools enhance the efficiency and consistency of our hiring process; however, all hiring decisions are made by our hiring teams.

the company provides equal opportunity for all applicants, offers reasonable accommodations upon request, and complies with applicable equal employment and privacy laws. Inclusion is built into how we hire and work—welcoming different backgrounds, perspectives, and experiences so everyone can do their best. Please review thePrivacy Policy for your country of application.