Robinhood
Customer Experience Associate, Resolutions Desk
Denver, CO +3 · Full-time · Posted Oct 9, 2026
- Location
- Denver, CO
Westlake, TX
Denver, CO
Westlake, TX - Experience
- Customer-facing role experience required; no specific number of years stated. Prior escalation experience is not required.
About the job
Provides real-time support and education to customer experience agents, answering questions and resolving escalations under documented policies and playbooks.
What you'll do
- Support CX agents across chat, email, and phone, using policies and escalation playbooks to answer questions.
- Resolve escalations, issue authorized goodwill credits and refunds, and route cases requiring supervisor involvement.
- Teach agents how to handle similar issues, accurately log interactions, and flag recurring questions or process gaps.
What they ask for
- Experience in a customer-facing role with a track record of strong performance.
- Excellent written and verbal communication skills.
- Ability to apply documented policies and procedures and recognize when to involve a supervisor.
- Strong organizational skills, attention to detail, and ability to de-escalate tense situations empathetically.
Pay
$21.30 — $25 USD (base salary, hourly); $20.40 — $24 USD (base salary, hourly)
AI focus
The role has access to AI tools and continuous AI skill-building; no specific AI work duties are stated.
Model-written summary · the original posting is authoritative