Customer Experience Associate

About the Role

The Customer Experience Associate role offers a unique opportunity to build a career in financial services by supporting users through complex financial topics. This role is the company's voice, using exceptional empathy and product expertise to ensure users feel understood and valued. The goal is to not only help customers but also to learn from each interaction to make the customer experience using products as seamless as possible. This role demonstrates customer focus through chat, email, and phone channels, providing high-touch support and guidance on financial products and platform features. This is an unlicensed role.

This role is based in Denver, CO, and Westlake, TX offices. In-person attendance is expected 5 days per week during the 6-week onboarding period. After onboarding, in-person attendance is expected at least 3 days per week.

Key Responsibilities

• Provide an exceptional experience for customers through phone, email, and chat channels, helping them navigate financial topics and platform tools.
• Drive continuous improvement by identifying and communicating improved ways to serve users based on real-time feedback and interaction trends.
• Grow financial services expertise by developing deep proficiency in Robinhood’s products and a range of financial concepts.
• Resolve customer inquiries by exercising independent thought and judgment to find the best solutions in a fast-paced environment.

Requirements & Tech Stack

• A passion for supporting customers through various channels and the ability to quickly defuse anxiety through exceptional service skills.
• Excellent written and verbal communication skills with the ability to explain complex topics clearly.
• Effectiveness and willingness to adapt to customer experience delivery through both phone and written channels.
• Comfortable with a fast-paced, evolving landscape and eager to embrace skill development through coaching and feedback.
• Ability to exercise independent thought, prioritize tasks in a multi-task environment, and adapt to new challenges.
• Ability to work the required shift for a 24/7 model.

Qualifications

• A Bachelor’s degree or prior experience in the financial services industry is a plus.
• Experience working in a customer support environment is preferred.