CX Resolutions Desk Specialist – Real-Time Support

Robinhood; Denver City (TX); On-site; USD 29,000 - 34,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Equity ownership

Paid time off

Job summary

Robinhood is seeking an entry-level Customer Experience (CX) Associate for the Resolutions Desk in Denver, CO, and Westlake, TX. You will be the first live support line for CX agents, handling chat, email, and phone queries, following documented policies and escalation playbooks.

You will progressively take on more complex escalations, apply a teach‑vs‑tell approach, and escalate to a supervisor when needed, building case history and improving processes along the way.

Qualifications

• 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

Responsibilities

• 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

Skills

Customer-facing experience

Clear communication

Escalation judgment

Empathy

Organization & logging

Teach-vs-tell approach

Job description

Robinhood is seeking an entry-level Customer Experience (CX) Associate for the Resolutions Desk in Denver, CO, and Westlake, TX. You will be the first live support line for CX agents, handling chat, email, and phone queries, following documented policies and escalation playbooks.

You will progressively take on more complex escalations, apply a teach‑vs‑tell approach, and escalate to a supervisor when needed, building case history and improving processes along the way.