Customer Experience Escalation Specialist

Robinhood; Westlake (TX); On-site; USD 44,000 - 52,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Wellness benefits

Life and disability insurance

Fertility benefits

Mental health benefits

Paid time off

Catered meals and events

Job summary

Robinhood in Westlake, TX is seeking a Customer Experience Representative for the Trump Accounts Help Desk to support a high-visibility, national initiative. This role is on-site and focuses on escalating complex cases with licensed teammates when needed.

You will guide agents through workflows, ensure policy adherence, and surface product or process improvements. The position combines rigorous judgment with empathy, data handling, and cross-team collaboration.

Qualifications

• 1+ year of experience in customer support or similar
• Strong written and verbal communication skills
• Ability to de-escalate tense situations while staying accurate
• Good judgment following policies and approved guidance
• Excellent attention to detail and documentation
• Ability to learn new products, systems, and workflows quickly
• Collaborative mindset and cross-team cooperation
• High integrity and professionalism in a sensitive role

Responsibilities

• Provide guidance to Customer Experience agents via Help Desk tickets and live phone consultations
• Guide agents through complex support workflows and activation/troubleshooting steps
• Ensure adherence to documented policies for a consistent customer experience
• Identify issues requiring escalation to licensed teammates or managers
• Review case hygiene and maintain accurate internal documentation
• Coach agents on prudent judgment within approved guidance
• Aggregate feedback to surface recurring pain points to leadership
• Serve as a subject matter expert on evolving tools and workflows
• Maintain flexible availability for evenings, weekends, and holidays

Job description

Robinhood in Westlake, TX is seeking a Customer Experience Representative for the Trump Accounts Help Desk to support a high-visibility, national initiative. This role is on-site and focuses on escalating complex cases with licensed teammates when needed.

You will guide agents through workflows, ensure policy adherence, and surface product or process improvements. The position combines rigorous judgment with empathy, data handling, and cross-team collaboration.