Customer Experience Associate, Core Services Resolutions Desk

What you'll do day-to-day 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. About you 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. 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. Bonus Points 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. In addition to the base pay range listed below, this role is also eligible for bonus opportunities + benefits. Base pay for the successful applicant will depend on a variety of job-related factors, which may include education, training, experience, location, business needs, or market demands. The expected base pay range for this role is based on the location where the work will be performed and is aligned to one of 3 compensation zones. For other locations not listed, compensation can be discussed with your recruiter during the interview process. Base Pay Range: Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC) $21.30 — $25 USD Zone 2 (Denver, CO; Westlake, TX; Chicago, IL) $21.30 — $25 USD Zone 3 (Lake Mary, FL; Clearwater, FL; Gainesville, FL) $20.40 — $24 USD Click here to learn more about our Total Rewards, which vary by region and entity. If our mission energizes you and you’re ready to build the future of finance, we look forward to seeing your application. Robinhood provides equal opportunity for all applicants, offers reasonable accommodations upon request, and complies with applicable equal employment and privacy laws. Inclusion is built into how we hire and work—welcoming different backgrounds, perspectives, and experiences so everyone can do their best. Please review the for your country of application.