Customer Experience Associate, Core Services Resolutions Desk

Join us in building the future of finance. 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. About the team + role 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…