Customer Experience Associate, Resolutions Desk

📋 Description

• Serve as a real-time point of contact for CX agents across chat, email, and phone, answering
• Handle escalations as part of your regular workload from day one, resolving straightforward cases
• Apply a teaching-vs-telling approach so agents walk away better equipped to handle similar
• 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
• Log and track your interactions accurately to support clear case history and smooth handoffs

🎯 Requirements

• Experience in a customer-facing role, with a track record of strong performance — this is an entry
• Excellent written and verbal communication skills, with the ability to explain concepts clearly to
• Comfortable applying documented policies and procedures on live escalations, with the judgment to
• Ability to quickly defuse anxiety and de-escalate tense situations through empathetic, confident
• Strong organizational skills and attention to detail when following playbooks and logging case
• High empathy paired with a teach-vs-tell communication style

🎁 Benefits

• Challenging, high-impact work to grow your career
• Performance driven compensation with multipliers for outsized impact, bonus programs, equity
• Top Tier benefits to fuel your work, including 100% paid health insurance for employees with 90%
• Access to the Robinhood Employee Fund that gives eligible US employees the opportunity to invest in
• Access to the best AI tools on the market and continuous AI skill-building for every employee
• Lifestyle wallet - a highly flexible benefits spending account for wellness, learning, and more