Customer Experience Associate, Core Services Resolutions Desk

Robinhood
Denver
Workplace: OnsiteFull timeUSD 21.3 - 25Function: Customer Success & Account ManagementSkills: ["Written communication","Verbal communication","De-escalation","Critical thinking","Organizational skills"]

Support CX agents as the Resolutions Desk’s first line of live guidance across chat, email, and phone. Use documented policies and escalation playbooks to resolve straightforward escalations from day one and grow into more complex cases over time. Apply a teach-vs-telling communication style, de-escalate tense situations, route supervisor-needed cases, and issue authorized goodwill credits and refunds while logging interactions accurately.

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Robinhood
Robinhood
4 days ago

Customer Experience Associate, Core Services Resolutions Desk

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Support CX agents as the Resolutions Desk’s first line of live guidance across chat, email, and phone. Use documented policies and escalation playbooks to resolve straightforward escalations from day one and grow into more complex cases over time. Apply a teach-vs-telling communication style, de-escalate tense situations, route supervisor-needed cases, and issue authorized goodwill credits and refunds while logging interactions accurately.
Location: Denver
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Entry level

Key Responsibilities

  • •Serve as a real-time point of contact for CX agents across chat, email, and phone, answering questions using documented policies and escalation playbooks.
  • •Handle escalations from day one, resolving straightforward cases and building fluency for more complex ones over time.
  • •Use a teaching-vs-telling approach so agents can handle similar questions independently.
  • •Route situations that require a supervisor promptly.
  • •Issue goodwill credits and refunds within authorized limits, and log and track interactions accurately to support clear case history and smooth handoffs.

Pay and Benefits

Salary: USD 21.3 - 25

Key Requirements

  • •Experience in a customer-facing role with strong performance; escalation experience is not required for this entry point.
  • •Excellent written and verbal communication to explain concepts clearly to agents and customers.
  • •Comfort applying documented policies and procedures during live escalations, with judgment on when to involve a supervisor.
  • •Ability to de-escalate tense situations through empathetic, confident communication.
  • •Strong organizational skills and attention to detail when following playbooks and logging case information.
Experience:Customer supportContact center
Skills:Written communicationVerbal communicationDe-escalationCritical thinkingOrganizational skills
Licenses:SIESeries 7Series 24

Company Brief

Robinhood
Commission-free trading platform offering stocks, ETFs, options, and cryptocurrencies, plus cash management and retirement products. Aims to democratize finance through easy-to-use mobile and web apps for retail investors.
Industry: Trading Platforms
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Menlo Park, United States
Founded: 2013
WebsiteLinkedIn