Customer Experience Associate, Resolutions Desk

Inested; Denver (CO); Presencial; USD 29.000 - 34.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

401(k) matching

Equity ownership

Paid time off

AI tools access

Descripción de la vacante

Robinhood seeks a Customer Experience Associate for the Resolutions Desk in Denver/Westlake, handling live escalations across chat, email, and phone. You’ll follow documented policies, learn to escalate when needed, and grow into more complex cases. This is an in-person role requiring at least 3 days per week in the office.

Base pay is determined by location, with Zone 2 ranges and potential bonus; the role includes comprehensive benefits and AI tools access. An equal opportunity employer.

Formación

• Experience in a customer-facing role with strong performance.
• Excellent written and verbal communication.
• Ability to apply documented policies on live escalations.
• Ability to defuse anxiety and de-escalate tense situations.
• Strong organizational skills and attention to detail.
• Empathy paired with a teach-vs-tell communication style.

Responsabilidades

• 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

Conocimientos

Customer-facing

Written communication

Verbal communication

Policy application

Empathy

De-escalation

Teach-vs-tell

Attention to detail

Descripción del empleo

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About the role

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.

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.

This role is based in our Denver, CO and Westlake, TX offices, with in-person attendance expected at least 3 days per week.

At Robinhood, 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

• 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

What you bring

• 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

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.

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 Robinhood bonus plan.

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

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.