Customer Experience Associate, Resolutions Desk

Rainfall Ventures; Westlake (OH); Hybrid; USD 28,000 - 34,000; Full time

Benefits offered by this job

Health insurance (100% for employees,

401(k) matching

Equity ownership

AI tools access

Lifestyle wallet

Life & disability insurance

Fertility benefits

Mental health benefits

Paid time off and holidays

Catered meals and events

Job summary

Robinhood seeks a CX Associate, Resolutions Desk, to be the first live support for CX agents across chat, email, and phone. You will follow policies to deliver fast, accurate answers and handle escalations from day one.

As you gain experience, you’ll take on more complex cases, log interactions for smooth handoffs, and escalate when needed. A teach-vs-tell approach helps agents grow and improve over time.

Qualifications

• Experience in a customer-facing role with strong performance.
• Excellent written and verbal communication abilities.
• Comfort applying documented policies to live escalations.
• Ability to defuse anxiety and de-escalate tense situations empathetically.
• Strong organizational skills and attention to case details.
• Empathy with a teach-vs-tell communication style.

Responsibilities

• Serve as real-time contact for CX agents across chat, email, and phone.
• Handle escalations from day one and build fluency for more complex cases.
• Apply a teaching-vs-telling approach to empower agents.
• Recognize when a supervisor is needed and route accordingly.
• Log and track interactions to support clear case history.
• Flag recurring questions or gaps for process improvement.

Skills

Communication skills

Customer-facing experience

Escalation handling

Empathy and de-escalation

Playbook adherence

Strong organizational skills

Teach-vs-tell approach

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.

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.

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: 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.