Customer Experience Associate, Robinhood
Resolutions Desk
$21.30 - $25 USD per hour + Bonus opportunities and equity
3+ days a week in office
Commission-free stock trading & investing app
Be an early applicant
Commission-free stock trading & investing app
1001+ employees
Be an early applicant
$21.30 - $25 USD per hour + Bonus opportunities and equity
3+ days a week in office
1001+ employees
Company mission
To democratize finance for all.
Role
Who you are
- 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
- Strong organizational skills and attention to detail when following playbooks and logging case information
- High empathy paired with a teach-vs-tell communication style
What the job involves
- 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
Our take
For years, traditional brokers ruled the share trading realm, charging hefty fees that locked out everyday investors. Robinhood emerged as a disruptor, offering commission-free trading and opening the door to a new generation. Since then, expectations have continued to evolve, with investors looking not just to lower costs, but for simpler tools, clearer information, and guidance that makes the market easier to understand.
Robinhood was built to meet those changing expectations, designed from the start as a mobile-first platform that makes investor more accessible and less intimidating for people at every stage of their financial journey. Through its app, users can trade stocks and other financial instruments while benefiting from a clean interface and built-in educational support, helping them move from curiosity to confidence without unnecessary complexity.
Recently, Robinhood has strenghtned its impact too, particularly in the UK. With the launch of AI-powered Digests within its Robinhood Cortex assistant that helps users understand what's driving stock movements in plain English, while upcoming options trading and expanded educational resources add flexibility and depth. Together, these steps position Robinhood as a platform evolving alongside its users, blending technology and education to stay ahead in an ever-changing investment landscape.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 13 rounds)
Feb 2021
$2.4bn
CONVERTIBLE
Jan 2021
$1bn
LATE VC
Total funding: $5.6bn
Company HQ
Downtown Menlo Park, Menlo Park, CA
Leadership
Vlad Tenev
(Co-Founder, CEO & Chairman)Studied Mathematics at Stanford University, where they met Baiju. Dropped out of a PhD to start Robinhood. Alongside Robinhood, Vlad is also the co-founder and Executive Chairman of Harmonic.
Baiju B.
(Co-Founder)Studied Mathematics and Physics at Stanford University, where they met their Vlad and co-founded Robinhood in 2012. Baiju is also the Founder and CEO of Aetherflux.
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