Customer Experience Representative, Core Services Resolutions Desk

Join a leading fintech company that’s democratizing finance for all.

Robinhood Markets was founded on a simple idea: that our financial markets should be accessible to all. With customers at the heart of our decisions, Robinhood and its subsidiaries and affiliates are lowering barriers and providing greater access to financial information. Together, we are building products and services that help create a financial system everyone can participate in.

With growth as the top priority...

The business is seeking curious, growth-minded thinkers to help shape our vision, structures and systems; playing a key-role as we launch into our ambitious future. If you’re invigorated by our mission, values, and drive to change the world — we’d love to have you apply.

About the team + role

Robinhood’s Customer Experience team is committed to providing world-class service to our internal and external customers. Resolutions Desk Agents focus on supporting our customer experience associates by providing education, solving escalated situations, and being a resource when exceptions are needed. A successful candidate will have an approachable agent-facing demeanor while communicating in a teaching vs telling style.

As a Resolutions Desk Associate, you will handle, in real time, all of the questions that our customer-facing agents have, while providing resources on where to find answers in the future. Agents will turn to you for clarity and support on specific situations, and you will help educate them using the processes outlined on appropriate next steps.

In this role, you will assist our customer experience agents in resolving complex situations and navigating ambiguity across our core services, customer trust and safety, crypto and cash lines of business. You will work with our vendor agent population to guide them through core processes and close knowledge gaps within procedures.

The role is located in the office location(s) listed on this job description which will align with our in-office working environment. Please connect with your recruiter for more information regarding our in-office philosophy and expectations.

What you’ll do

• Be responsible for knowledge of all unlicensed customer experience situations. You will be trusted to resolve any unlicensed issues at any time with expertise and world class experience for our agents and external customers.
• Leverage deep product and subject matter expertise to resolve difficult customer escalations and issues.
• You will be responsible for solving agent questions in a real time environment while helping them understand the answer in a way that will reinforce their own knowledge.
• Utilize our internal tools, Salesforce, Twilio, and Slack to respond to agents and customers.
• Have a flexible schedule to support hours within and outside of our trading hours.

What you bring 

• Excellent customer service, written and verbal communication skills with a passion to support customers and enhance the customer experience
• The ability to quickly defuse customer anxiety through exceptional customer service skills
• Ability to think critically and apply logical problem-solving skills to isolate and resolves issues in a timely manner
• The ability to concisely and accurately communicate sophisticated topics to other agents and our customers
• Effectiveness and willingness to adapt to CX experience delivery through collaboration with cross-functional teams
• Organizational and effective time management skills with high attention to detail
• Self-starter and ambitious learner who is comfortable with ambiguity and a fast paced environment
• Schedule flexibility as we evolve to meet the growing demands of our business and customers (working across multiple time zones)
• Past experience with verbal and written communication skills in response to critical situations
• Strong Teach vs. Tell Approach to answering questions
• High empathy and ability to de-escalate situations

What we offer

• Market competitive and pay equity-focused compensation structure
• 100% paid health insurance for employees with 90% coverage for dependents
• Annual lifestyle wallet for personal wellness, learning and development, and more!
• Lifetime maximum benefit for family forming and fertility benefits
• Dedicated mental health support for employees and eligible dependents
• Generous time away including company holidays, paid time off, sick time, parental leave, and more!
• Lively office environment with catered meals, fully stocked kitchens, and geo-specific commuter benefits

 

Base pay for the successfu