Customer Experience Associate, Resolutions Desk

About the Role

Robinhood's Customer Experience team provides world-class service to internal and external customers. The Resolutions Desk supports CX associates by offering real-time education, resolving escalated situations, and acting as a resource for exceptions.

As a CX Associate, Resolutions Desk, you will be the first line of live support for CX agents, assisting them with customer inquiries via chat, email, and phone. You will adhere to documented policies and playbooks to provide agents with swift, accurate answers. Escalations are a part of the role from day one. As you gain experience, you will manage a greater volume of escalations and more complex cases.

This is an unlicensed role.

Location: Denver, CO and Westlake, TX offices. In-person attendance is expected at least 3 days per week.

Key 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 to better equip agents for similar questions independently.
• Recognize when a situation requires a supervisor and route it promptly.
• Issue goodwill credits and refunds within authorized limits, escalating anything beyond that to your manager.
• Log and track 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.

Qualifications

• Experience in a customer-facing role with a track record of strong performance.
• 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 involve a supervisor.
• 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.

Tech Stack

No specific technologies were mentioned in the provided text.