Customer Experience Associate, Money

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

Benefits offered by this job

Health insurance

401(k) matching

Equity ownership

Lifestyle wallet

Life & disability insurance

Job summary

Robinhood is seeking a Customer Experience Associate for Money products to serve as the front-line expert for cardholder inquiries and support processes. You will resolve complex inquiries with empathy, learn our banking and credit card services, and drive improvements based on customer feedback.

The role includes in-person onboarding at Denver, CO and Westlake, TX offices, with ongoing hybrid attendance requirements.

Qualifications

• 1+ years of customer service, financial services, or related experience.
• Basic understanding of financial products or strong willingness to learn.

Responsibilities

• Bring deep customer empathy to every cardholder interaction.
• Apply critical thinking as support processes evolve.
• Investigate details independently and escalate issues when needed.
• Learn and grow as banking and card services expand.
• Advocate for products and services based on customer feedback.

Skills

Customer service

Financial products

CRM platforms

Tools

Salesforce

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 Money Customer Experience team is responsible for providing our customers with the best experience possible while using our product. We act as the "voice of the customer," collaborating closely within the team, leadership, and other support functions to ensure our customers have the best experience with our products and the services we offer. We serve as dedicated customer advocates, actively highlighting key product features and benefits to continually enhance and advance our services. We also build and maintain the tools necessary to provide exemplary service in each interaction. Our high-performing team is dedicated to supporting customers and ensuring their satisfaction!

As a Customer Experience Associate with Money, you will serve as a subject matter expert on our Credit Card and Banking products and customer support processes. You will be the front-line expert responsible for assisting our cardholders with their most challenging inquiries. In this role, you will independently navigate complex inquiries, leveraging your subject matter expertise, departmental guidelines, and a compassionate, empathetic approach to resolve cardholder concerns with care and efficiency. Your work will directly impact customer trust and help drive the long-term success of our financial products!

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.

At the company, we believe in the power of in-person work to accelerate progress, spark innovation, and strengthen community. Our office experience is intentional, energizing, and designed to fully support high-performing teams.

What you’ll do

• Bring deep customer empathy and a passion for providing exceptional customer service to every cardholder.

• Apply critical thinking and problem-solving skills to remain adaptable as support processes evolve.

• Investigate details independently, elevate issues appropriately, and identify emerging trends that may indicate product bugs.

• Learn and grow continuously as our banking and credit card services expand.

• Act as an advocate for our products and services, driving continuous improvement based on customer feedback.

What you bring

• Possess 1+ years of customer service, financial services or contact center support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.

• Demonstrate a basic understanding of financial products, or a strong willingness to learn about them.

• Show familiarity with text, email, and phone-based customer support channels.

• Apply basic working knowledge of Salesforce or similar customer relationship management (CRM) platforms.

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.

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 hourly range for this role is based on the location where the work will be performed and is aligned to one of 2 compensation zones. This role is also eligible to participate in a the company bonus plan.

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

$21.30—$25 USD