Customer Experience Associate

Rainfall Ventures; Westlake (OH); On-site; USD 29,000 - 34,000; Full time

Benefits offered by this job

100% paid health insurance for you

Dependant coverage 90%

401(k) matching

Equity ownership

Bonus programs

Life & disability insurance

Mental health benefits

Flexible benefits wallet

Paid time off + holidays

Catered meals & events

Job summary

Robinhood is seeking a Customer Experience Associate to support users through complex financial topics across chat, email, and phone channels. You will be the company’s voice, delivering empathy and product knowledge to ensure customers feel understood and valued.

You’ll work in a high-paced environment, helping us learn from each interaction to improve the customer experience. On-site onboarding is 5 days per week, then at least 3 days/week in-person attendance.

Qualifications

• Experience supporting customers via chat, email, and phone channels.
• Ability to explain complex topics clearly.
• Comfortable with fast-paced, evolving landscape and coaching feedback.
• Willingness to learn and adapt to new tools and processes.

Responsibilities

• Provide exceptional customer experiences through phone, email, and chat channels.
• Identify and communicate ways to improve how we serve users based on feedback and trends.
• Develop financial services knowledge and product proficiency.
• Resolve inquiries by exercising independent thought to find best solutions.

Skills

Customer empathy

Written communication

Verbal communication

Multichannel support

Independent thinking

Education

Bachelor’s degree or financial services experience

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. Robinhood 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 Robinhood'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 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.

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

Click here to learn more about our Total Rewards, which vary by region and entity.

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: Robinhood 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.

Robinhood 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 the Privacy Policy for your country of application.