Customer Experience Associate (Resolutions Desk)

Join Robinhood's Customer Experience team as a Customer Experience Associate (Resolutions Desk). In this role, you will provide real-time support to our customer experience agents, helping them navigate customer questions across chat, email, and phone. You will handle escalations, apply a teaching approach, issue goodwill credits and refunds, and log interactions accurately. Strong communication skills, attention to detail, and a customer-facing background are required.

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.

Requirements

• 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

• Comfortable applying documented policies and procedures on live escalations, with the judgment to know when to bring in a supervisor
• Excellent written and verbal communication skills, with the ability to explain concepts clearly to both agents and customers
• 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