Opportunity at
RobinhoodCustomer Experience Associate, Resolutions Desk
Robinhood is hiring a Customer Experience Associate for its Resolutions Desk, a team that gives live support to the company's customer experience agents. The associate is…
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About This Role
Robinhood is hiring a Customer Experience Associate for its Resolutions Desk, a team that gives live support to the company's customer experience agents. The associate is the first point of live contact for agents answering customers over chat, email and phone. The job is to explain policies, procedures and escalation playbooks clearly enough that agents can handle similar questions on their own next time. This full-time position is on site…
Job Description
Robinhood is hiring a Customer Experience Associate for its Resolutions Desk, a team that gives live support to the company's customer experience agents. The associate is the first point of live contact for agents answering customers over chat, email and phone. The job is to explain policies, procedures and escalation playbooks clearly enough that agents can handle similar questions on their own next time.
This full-time position is on site at the company's Denver, Colorado and Westlake, Texas offices, and the posting expects in-person attendance at least three days each week. Handling escalations is part of the work from the start, and responsibility for more complex cases is expected to grow over time. The posting describes the role as unlicensed.
The role suits someone with a background in customer-facing work and a history of solid results, who can stay calm in tense exchanges, explain things clearly to agents and customers, and keep careful case records. Prior escalation experience is not required. Robinhood describes its team as high-performing and fast-moving, where ethics sit at the heart of daily work. The listed base pay for the Denver and Westlake range is $21.30 to $25 USD.
Responsibilities
- Answer live questions from customer experience agents on chat, email and phone, following written policies and playbooks
- Take on escalated situations from the first day and move toward more complex cases as experience grows
- Teach agents how to handle similar questions independently, rather than only giving answers
- Recognize when a supervisor is needed and route cases promptly
- Grant goodwill credits and refunds up to authorized limits, passing larger requests to the manager
- Log and track interactions so case histories stay clear and handoffs run smoothly
- Flag recurring agent questions and process gaps to the manager
Requirements
- Background in a customer-facing job with a history of strong results
- Clear written and verbal communication for explaining concepts to agents and customers
- Ability to apply documented policies on live escalations and judge when to involve a supervisor
- Skill at calming anxious or tense conversations through empathetic, confident communication
- Well organized and precise when applying playbooks and recording case details
- Empathetic, with a teach-rather-than-tell communication style
Core Skills
Benefits
- Pay tied to performance, with bonus plans, equity and impact multipliers
- 401(k) with company matching
- Fully funded health plan for workers, plus 90 percent coverage for family members
- Eligible US employees can invest through the Robinhood Employee Fund
- Advanced AI tools and continuous AI skill-building
- Lifestyle wallet, a flexible spending account for wellness and learning
- Employer-paid life and disability insurance, plus fertility and mental health benefits
- Holidays, PTO, sick days and leave for new parents
- Catered meals, events and comfortable office space
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is the role based?
The role is based in Robinhood's Denver, Colorado and Westlake, Texas offices. The posting expects in-person attendance at least three days a week.
Is prior escalation experience required?
No. The posting says prior escalation experience is not required, though a customer-facing background with a strong performance record is expected. Escalations are part of the job from day one.
What is the employment type and pay?
The position is full-time. The posting lists a base pay range of $21.30 to $25 USD for the Denver and Westlake locations, plus bonus and benefit eligibility.
Does the posting describe the hiring steps?
The posting does not describe the hiring steps. It asks candidates to submit an application.
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