As a CX Associate on the Resolutions Desk, you will be the first line of live support for customer experience agents at Robinhood. This role involves helping agents navigate customer inquiries through chat, email, and phone while following established policies and procedures. You will handle escalations and work towards resolving straightforward cases, gradually taking on more complex issues. The position is based in Denver, CO and Westlake, TX, with in-person attendance required at least three days a week.

• Experience in a customer-facing role with a track record of strong performance.
• Excellent written and verbal communication skills.
• Ability to apply documented policies and procedures on live escalations.
• Strong organizational skills and attention to detail.
• High empathy paired with a teach-vs-tell communication style.

• Serve as a real-time point of contact for CX agents across chat, email, and phone.
• Handle escalations as part of your regular workload from day one.
• Apply a teaching-vs-telling approach to help agents improve their skills.
• Recognize when a situation requires a supervisor and route it promptly.
• Issue goodwill credits and refunds within your authorized limits.
• Log and track interactions accurately to support clear case history.
• Flag recurring agent questions or process gaps to your manager.