Real-Time CX Escalations Specialist

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

Job summary

Robinhood is hiring a Customer Experience Associate for the Core Services Resolutions Desk in Denver. You will be the first live-support line for CX agents across chat, email, and phone, following published policies to resolve questions and escalate issues when needed.

This entry role emphasizes hands-on escalation work from day one, teaching agents to handle similar questions independently while maintaining accurate case logs and customer empathy.

Qualifications

• Entry point on the Resolutions Desk; no prior escalation experience required.
• Excellent written and verbal communication; explain concepts clearly.
• Apply documented policies on live escalations with supervisor when needed.
• Ability to defuse anxiety with empathetic, confident communication.
• Developing critical-thinking and problem-solving skills for growth into larger roles.
• Strong organizational skills and attention to detail when logging case information.

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

Communication

Empathy

De-escalation

Job description

Robinhood is hiring a Customer Experience Associate for the Core Services Resolutions Desk in Denver. You will be the first live-support line for CX agents across chat, email, and phone, following published policies to resolve questions and escalate issues when needed.

This entry role emphasizes hands-on escalation work from day one, teaching agents to handle similar questions independently while maintaining accurate case logs and customer empathy.