About the team + role

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.

What you'll do day-to-day

• 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.

About you

• 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.
• 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.
• 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.

Bonus Points

• 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.