At a glance
- Location
- Denver · Westlake, TX
About the role
- Robinhood's Customer Experience team is committed to providing world-class service to internal and external customers through the Resolutions Desk.
- The Resolutions Desk supports customer experience associates by providing real-time education, resolving escalated situations, and acting as a resource when exceptions are needed.
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
Requirements
- Experience in a customer-facing role, with a track record of strong performance
- Excellent written and verbal communication skills, with the ability to explain concepts clearly to both agents and customers
- Comfortable applying documented policies and procedures on live escalations, with the judgment to know when to bring in a supervisor
- Ability to quickly defuse anxiety and de-escalate tense situations through empathetic, confident communication
- Strong organizational skills and attention to detail when following playbooks and logging case information
- High empathy paired with a teach-vs-tell communication style
Benefits
- Performance driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching
- Top Tier benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents
- Access to the Robinhood Employee Fund that gives eligible US employees the opportunity to invest in a private employee fund that provides exposure to Robinhood Ventures funds
- Access to the best AI tools on the market and continuous AI skill-building for every employee, technical or not
- Lifestyle wallet - a highly flexible benefits spending account for wellness, learning, and more
- Employer-paid life & disability insurance, fertility benefits, and mental health benefits
- Time off to recharge including company holidays, paid time off, sick time, parental leave, and more
- Exceptional office experience with catered meals, events, and comfortable workspaces
Workplace
- In-person attendance expected at least 3 days per week
- Based in Denver, CO and Westlake, TX offices
