Customer Experience Associate, Resolutions Desk

Skills this job asks for

About the role

Join us in building the future of finance. 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. The largest transfer of wealth in human history. If you’re ready to be at the epicenter of this historic cultural and financial shift, keep reading. About the team + role We are building an elite team, applying frontier technologies to the world's biggest financial problems. We're looking for bold thinkers. Sharp problem-solvers. Builders who are wired to make an impact. Robinhood isn't a place for complacency, it's where ambitious people do the best work of their careers. We're a high-performing, fast-moving team with ethics at the center of everything we do. Expectations are high, and so are the rewards. 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, 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. This role is based in our Denver, CO and Westlake, TX offices, with in-person attendance expected at least 3 days per week. At Robinhood, we believe in the power of in-person work to accelerate progress, spark innovation, and strengthen community. Our office experience is intentional, energizing, and designed to fully support high-performing teams. What you'll do 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 What you bring 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 skil...

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