Customer Experience Resolutions Specialist (Hybrid)

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

Benefits offered by this job

Health insurance

401(k) matching

Equity ownership

Catered meals and events

Job summary

Robinhood is hiring a Customer Experience Associate, Resolutions Desk, to support CX agents across chat, email, and phone from our Denver, CO and Westlake, TX offices. You'll use documented policies, handle escalations from day one, and grow to own more complex cases while teaching others.

In this in-person role, you’ll attend at least 3 days per week and contribute to fast, accurate customer resolutions. Join a high-energy team focused on ethics and impact, with strong pay ranges, bonus

Qualifications

• Experience in a customer-facing role with strong performance.
• Excellent written and verbal communication skills.
• Comfortable applying documented policies on live escalations.
• Ability to de-escalate tense situations empathetically.
• Strong attention to detail in logging case information.

Responsibilities

• Serve as real-time point of contact for CX agents across chat, email and phone following policies.
• Handle escalations from day one and grow fluency for more complex cases.
• Teach-vs-tell approach to empower agents to resolve questions independently.
• Route to supervisor when a situation requires escalation.
• Issue goodwill credits and refunds within authorized limits.
• Log and track interactions for clear case history.
• Flag recurring questions or process gaps to surface patterns.

Skills

Customer-facing

Communication

Empathy

Policy adherence

Organizational skills

Job description

Robinhood is hiring a Customer Experience Associate, Resolutions Desk, to support CX agents across chat, email, and phone from our Denver, CO and Westlake, TX offices. You'll use documented policies, handle escalations from day one, and grow to own more complex cases while teaching others.

In this in-person role, you’ll attend at least 3 days per week and contribute to fast, accurate customer resolutions. Join a high-energy team focused on ethics and impact, with strong pay ranges, bonus