Skill Compatibility Diagnostics
Live technical match evaluated against role architecture & expected skills.
Consider reviewing the missing technical prerequisites before submitting your application.
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About the Role
Join us in building the future of finance at Robinhood. Our mission is to democratize finance for all. An estimated $124 trillion of assets will be inherited by younger generations in the next two decades, representing the largest transfer of wealth in human history. If you are ready to be at the epicenter of this historic cultural and financial shift, this is your opportunity.
We are building an elite team, applying frontier technologies to the world's biggest financial problems. We are looking for bold thinkers, sharp problem-solvers, and builders who are wired to make an impact. Robinhood's Customer Experience team is committed to providing world-class service to our internal and external customers. The Resolutions Desk supports our customer experience associates by providing real-time education, resolving escalated situations, and acting as a resource when exceptions are needed.
As a CX Associate on the Resolutions Desk, you'll be the first line of live support for our CX agents, helping them navigate customer questions across chat, email, and phone. You'll follow documented policies and playbooks to give agents fast, accurate answers, and escalations are part of the role from day one. As you build experience, you'll take on a growing share of escalation work and more complex cases over time. This is an unlicensed role based in our Denver, CO and Westlake, TX offices, with in-person attendance expected at least 3 days per week.
Key Technical Responsibilities
- check_circle 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
- check_circle Handle escalations as part of your regular workload from day one, resolving straightforward cases and building fluency for more complex ones over time
- check_circle Apply a teaching-vs-telling approach so agents walk away better equipped to handle similar questions independently next time
- check_circle Recognize when a situation calls for a supervisor and route it promptly
- check_circle Issue goodwill credits and refunds within your authorized limits, escalating anything beyond that to your manager
- check_circle Log and track your interactions accurately to support clear case history and smooth handoffs
- check_circle Flag recurring agent questions or process gaps to your manager to help surface patterns worth addressing
Prerequisites & Qualifications
- check Experience in a customer-facing role, with a track record of strong performance
- check Excellent written and verbal communication skills, with the ability to explain concepts clearly to both agents and customers
- check Comfortable applying documented policies and procedures on live escalations, with the judgment to know when to bring in a supervisor
- check Ability to quickly defuse anxiety and de-escalate tense situations through empathetic, confident communication
- check Strong organizational skills and attention to detail when following playbooks and logging case information
- check High empathy paired with a teach-vs-tell communication style
About Robinhood Greenhouse Board
Verified hiring organization details.
Robinhood Greenhouse Board is a technology and software entity operating under the broader Robinhood ecosystem, with key operational locations in Denver, CO, and Westlake, TX. The organization focuses on technical development and talent acquisition initiatives to support Robinhood's mission of democratizing finance for all.