- 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 explicit case history and smooth handoffs

- Flag recurring agent questions or process gaps to your manager to help surface patterns worth addressing- 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

- 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

- 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

- 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

📌 Customer Experience Associate (Core Services Resolutions Desk) (Denver)
🏢 Robinhood
📍 Denver