Taking applicationsVoice Support·Posted 14h ago
Customer Experience Associate, Trump Accounts Resolutions Desk
RobinhoodVerified company
Westlake, TX, United States
Pay
Not listed
Job type
Full-time · On-site
Hours
US hours
Location
Westlake, TX, United States
Open to people in the United States
EnglishEntry level
About the role
This is an on-site customer experience role in Westlake, TX supporting agents who handle Trump Accounts requests, including escalated tickets and live phone consultations. It requires US citizenship or lawful permanent residency and in-office attendance five days a week.
What you'll do
- Guide agents via Help Desk tickets and live phone consultations
- Coach agents through account activation, login, and funding workflows
- Review escalated tickets and determine resolution paths
- Escalate cases to licensed or higher-risk teammates
- Coach agents on case hygiene and documentation
- Aggregate feedback on recurring pain points
- Serve as subject matter expert on tools and workflows
- Maintain availability for evenings, weekends, and holidays
What you'll need
- 1+ year customer support or contact center experience
- Strong written and verbal communication
- Customer empathy and de-escalation
- Sound judgment following policies
- Documentation and data handling discipline
- Ability to learn systems quickly
- Manage multiple priorities
- US citizen or lawful permanent resident
Skills
Customer supportWritten and verbal communicationDe-escalationPolicy judgmentDocumentation accuracyAttention to detailFast product learningCross-team collaboration
Benefits
Health insurancePaid time offPerformance bonusCareer growth401(k) matchingEquity ownershipLife and disability insuranceMental health benefits
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