Our mission is to democratize finance for all. An estimated $124 trillion of assets will be inherited by younger generations in the next two decades. The largest transfer of wealth in human history. If you’re ready to be at the epicenter of this historic cultural and financial shift, keep reading.
Robinhood's Customer Experience team is committed to providing world-class service to our internal and external customers. The Resolutions Desk supports our customer experience associates by providing real-time education, resolving escalated situations, and acting as a resource when exceptions are needed.
As a CX Associate, Resolutions Desk, you'll be the first line of live support for our CX agents, helping them navigate customer questions across chat, email, and phone. You'll follow documented policies and playbooks to give agents fast, accurate answers, and escalations are part of the role from day one. As you build experience, you'll take on a growing share of escalation work and more complex cases over time. This is an unlicensed role.
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.
- 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.
- 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:
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 Privacy Policy for your country of application.
Skills Required
- Experience in a customer-facing role with a track record of strong performance
- Excellent written and verbal communication skills
- Ability to explain concepts clearly to agents and customers
- Ability to apply documented policies and procedures during live escalations
- Judgment to know when to involve a supervisor
- Ability to defuse anxiety and de-escalate tense situations through empathetic, confident communication
- Developing critical-thinking and problem-solving skills
- Strong organizational skills and attention to detail when following playbooks and logging case information
- Prior contact center experience
- Exposure to compliance or FINRA regulations
- Pattern-recognition skills for identifying recurring issues
- High empathy and a teach-versus-tell communication style
- Interest in pursuing an SIE, Series 7, or Series 24 license
Robinhood Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Robinhood and has not been reviewed or approved by Robinhood.
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Healthcare Strength — Healthcare is described as best-in-class, with strong medical, dental, and vision coverage, mental-health support, and life and disability insurance. Low premiums and solid dependent coverage are also noted, reinforcing the strength of core health benefits.
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Equity Value & Accessibility — Equity grants through RSUs and an ESPP are standard, and for many tech roles equity meaningfully lifts total compensation when the stock performs. Clear multi-year vesting schedules make ownership accessible as a core part of the pay mix.
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Parental & Family Support — Parental leave and fertility benefits are emphasized, with generous paid time for new parents cited as a standout. Family-oriented policies are consistently portrayed as a strong component of the package.
Robinhood Insights
What We Do
Robinhood Markets, Inc. (NASDAQ: HOOD) transformed financial services by introducing commission-free stock trading and democratizing access to the markets for millions of investors. Today, Robinhood, through its subsidiaries, lets you trade stocks, options, futures (which includes event contracts), and crypto, invest for retirement, earn with Robinhood Gold, and access an expert-managed portfolio with Robinhood Strategies. Headquartered in Menlo Park, California, Robinhood puts customers in the driver’s seat, delivering unprecedented value and products intentionally designed for a new generation of investors. Additional information about Robinhood can be found at www.robinhood.com.
Why Work With Us
At Robinhood, we are building an elite team, applying frontier technologies to the world’s biggest financial problems. Every role can make a real impact. We’re a team of builders, doers, and bold thinkers who thrive in a high-performance environment and take pride in raising the bar for ourselves and the millions of customers we serve.
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