Customer Experience Associate, Core Services Resolutions Desk

Rainfall Ventures; Westlake (OH); On-site; USD 44,000 - 52,000; Full time

Job summary

Robinhood is seeking a Customer Experience Associate for the Resolutions Desk to provide real-time support to CX agents across chat, email, and phone. You will follow documented policies, handle escalations, and gradually take on more complex cases with an emphasis on teaching concepts over lecturing.

You will log interactions, support clear case histories, and escalate issues as needed while helping agents become more proficient and confident in handling inquiries.

Qualifications

• Experience in a customer-facing role; entry point onto the Resolutions Desk.
• Excellent written and verbal communication skills; able to explain concepts clearly.
• Comfortable applying documented policies on live escalations and knowing when to involve a supervisor.
• Able to defuse anxiety and de-escalate tense situations with empathetic communication.
• Developing critical-thinking and problem-solving skills with growth in responsibility.
• Strong organizational skills and attention to detail when logging case information.

Responsibilities

• Serve as real-time point of contact for CX agents across chat, email, and phone per policies and escalation playbooks.
• Handle escalations from day one, resolving straightforward cases and building fluency for more complex ones.
• Apply teaching-vs-telling approach so agents learn to handle questions independently.
• Recognize when to route to a supervisor and escalate when needed.
• Issue goodwill credits and refunds within authorized limits; escalate beyond to manager.
• Log and track interactions to support clear case history and smooth handoffs.
• Flag recurring questions or process gaps to surface patterns for improvement.

Skills

Customer-facing

Communication

De-escalation

Problem-solving

Attention to detail

Empathy

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

Robinhood's Customer Experience team is committed to providing world-class service to our internal and external customers. The Resolutions Desk supports our customer experience associates by providing real-time education, resolving escalated situations, and acting as a resource when exceptions are needed.

As a CX 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. You'll follow documented policies and playbooks to give agents fast, accurate answers, and escalations are part of the role from day one. As you build experience, you'll take on a growing share of escalation work and more complex cases over time. This is an unlicensed role.

What you'll do day-to-day

• 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.

About you

• 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.
• Developing critical-thinking and problem-solving skills, with an eagerness to grow into a larger, more independent role over time.
• Strong organizational skills and attention to detail when following playbooks and logging case information.

Bonus Points

• Prior experience in a contact center environment.
• Exposure to compliance or FINRA regulations.
• Demonstrated pattern-recognition skills - spotting recurring issues and surfacing them to the team.
• High empathy paired with a teach-vs-tell communication style.
• Interest in eventually pursuing an SIE, Series 7, and/or Series 24 license - not required, but a nice-to-have for long-term growth.

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.

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.