Customer Experience Representative, Core Services Resolutions Desk
4 weeks ago
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.
Available Shifts
Sunday-Wednesday 10am-9pm ET
Wednesday-Saturday 10am-9pm ET
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
We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on September 19, 2024.
Please see the independent bias audit report covering our use of Covey here.
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 salary range for this role is based on the location where the work will be performed and is aligned to one of 3 compensation zones. This role is also eligible to participate in a Robinhood bonus plan.Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC)$21.30—$25 USDZone 2 (Denver, CO; Westlake, TX; Chicago, IL)$21.30—$25 USDZone 3 (Lake Mary, FL)$20.40—$24 USD
Click here to learn more about available Benefits, which vary by region and Robinhood entity.
We’re looking for more growth-minded and collaborative people to be a part of our journey in democratizing finance for all. If you’re ready to give 100% in helping us achieve our mission—we’d love to have you apply even if you feel unsure about whether you meet every single requirement in this posting. At Robinhood, we're looking for people invigorated by our mission, values, and drive to change the world, not just those who simply check off all the boxes.
Robinhood embraces a diversity of backgrounds and experiences and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone. Additionally, Robinhood provides reasonable accommodations for candidates on request and respects applicants' privacy rights. Please review the specific Robinhood Privacy Policy applicable to the country where you are applying.
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