Real-Time CX Resolutions Specialist

Rainfall Ventures; Westlake (OH); On-site; USD 44,000 - 52,000; Full time

Job summary

Robinhood is seeking a Customer Experience Associate for the Resolutions Desk to provide real-time support to CX agents across chat, email, and phone. You will follow documented policies, handle escalations, and gradually take on more complex cases with an emphasis on teaching concepts over lecturing.

You will log interactions, support clear case histories, and escalate issues as needed while helping agents become more proficient and confident in handling inquiries.

Qualifications

• Experience in a customer-facing role; entry point onto the Resolutions Desk.
• Excellent written and verbal communication skills; able to explain concepts clearly.
• Comfortable applying documented policies on live escalations and knowing when to involve a supervisor.
• Able to defuse anxiety and de-escalate tense situations with empathetic communication.
• Developing critical-thinking and problem-solving skills with growth in responsibility.
• Strong organizational skills and attention to detail when logging case information.

Responsibilities

• Serve as real-time point of contact for CX agents across chat, email, and phone per policies and escalation playbooks.
• Handle escalations from day one, resolving straightforward cases and building fluency for more complex ones.
• Apply teaching-vs-telling approach so agents learn to handle questions independently.
• Recognize when to route to a supervisor and escalate when needed.
• Issue goodwill credits and refunds within authorized limits; escalate beyond to manager.
• Log and track interactions to support clear case history and smooth handoffs.
• Flag recurring questions or process gaps to surface patterns for improvement.

Skills

Customer-facing

Communication

De-escalation

Problem-solving

Attention to detail

Empathy

Job description

Robinhood is seeking a Customer Experience Associate for the Resolutions Desk to provide real-time support to CX agents across chat, email, and phone. You will follow documented policies, handle escalations, and gradually take on more complex cases with an emphasis on teaching concepts over lecturing.

You will log interactions, support clear case histories, and escalate issues as needed while helping agents become more proficient and confident in handling inquiries.