CX Escalation Specialist

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

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.