The Customer Experience Representative for the Trump Accounts Help Desk at Robinhood will support agents by providing guidance and resolving escalated tickets related to a high-visibility support experience. This role is crucial in ensuring that agents can navigate complex workflows and maintain a high-quality customer experience. The position requires strong judgment and the ability to coach agents through challenging scenarios. The team operates in a fast-paced environment, emphasizing ethics and high performance.

• 1+ year of experience in customer support, operations, contact center work, or another customer-facing environment.
• Strong written and verbal communication skills.
• Demonstrated customer empathy and the ability to de-escalate tense situations.
• Excellent attention to detail and discipline around documentation.
• Ability to learn new products, systems, and workflows quickly.

• Empower Customer Experience agents by providing timely and accurate guidance via Help Desk tickets.
• Guide agents through complex support workflows, including account activation and login troubleshooting.
• Assist agents in adhering to documented policies to ensure a consistent experience for customers.
• Review and coach agents on case hygiene to ensure accurate internal documentation.
• Aggregate feedback from agent interactions to highlight recurring process pain points.