Customer Experience Associate

About the Role

Robinhood is building an elite team to support users through complex financial topics. This role offers a unique opportunity to build a career in financial services by acting as the company's voice, using empathy and product expertise to ensure users feel understood and valued. The goal is to help customers and learn from each interaction to make the product experience seamless. This role demonstrates a focus on a range of customer needs through chat, email, and phone channels. It is an unlicensed role focused on providing high-touch support and guidance on financial products and platform features.

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

• Demonstrated ability to support customers through various channels.
• 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.
• Comfort with a fast-paced, evolving landscape and eagerness 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.

This role is based in our 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 a week.