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- 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
- 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- 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
- 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
- Ability to quickly defuse anxiety and de-escalate tense situations through empathetic, confident communication
- Developing critical-thinking and problem-solving skills, with an eagerness to grow into a larger, more independent role over time
- Strong organizational skills and attention to detail when following playbooks and logging case information
- Prior experience in a contact center environment
- Exposure to compliance or FINRA regulations
- Demonstrated pattern-recognition skills — spotting recurring issues and surfacing them to the team
- High empathy paired with a teach-vs-tell communication style
- Interest in eventually pursuing an SIE, Series 7, and/or Series 24 license — not required, but a nice-to-have for long-term growth
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