Taking applicationsVoice Support·Posted 14h ago
Customer Experience Associate, Resolutions Desk
RobinhoodVerified company
Denver, CO, United States
Pay
$20.5–$25/hr
Job type
Full-time · On-site
Hours
Flexible
Location
Denver, CO, United States
Open to people in the United States
EnglishEntry level
About the role
Customer Experience Associate on Robinhood’s Resolutions Desk, supporting CX agents via chat, email, and phone and handling escalations. It is an entry-level, in-person role based in Denver, CO or Westlake, TX, requiring at least three days per week in office.
What you'll do
- Serve as real-time support for CX agents across chat, email, and phone
- Handle escalations from day one
- Apply a teaching-vs-telling approach with agents
- Route situations to a supervisor when needed
- Issue goodwill credits and refunds within authorized limits
- Log and track interactions accurately
- Flag recurring questions or process gaps to manager
What you'll need
- Experience in a customer-facing role
- Excellent written and verbal communication
- Comfort applying documented policies on live escalations
- Ability to de-escalate tense situations
- Strong organizational skills and attention to detail
- High empathy and teach-vs-tell communication style
- In-person attendance at Denver, CO or Westlake, TX at least 3 days per week
Skills
Customer supportEscalation handlingWritten and verbal communicationDe-escalationPolicy adherenceAttention to detailCase loggingEmpathy
Benefits
Career growthPerformance bonusEquity ownership401(k) matchingHealth insurancePaid time offLifestyle walletCatered meals
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