About the Role
You will provide real-time support to customer experience agents through chat, email, and phone. You will apply policies and escalation playbooks, resolve straightforward escalations, teach agents how to handle similar issues, route appropriate cases to supervisors, issue authorized credits or refunds, and maintain accurate case records.
Requirements
•Experience in a customer-facing role with strong performance
•Written and verbal communication
•Ability to apply documented policies and procedures during live escalations
•De-escalation skills
•Organizational skills
•Attention to detail
•Empathetic communication
Responsibilities
•Support CX agents in real time across chat, email, and phone
•Answer questions using documented policies, procedures, and escalation playbooks
•Resolve straightforward escalations and build fluency with complex cases
•Teach agents how to handle similar questions independently
•Route situations requiring a supervisor promptly
•Issue authorized goodwill credits and refunds
•Log and track interactions accurately
•Flag recurring questions and process gaps to the manager
Benefits
•Bonus opportunities
•401(k) matching
•Health insurance fully paid for employees with 90% dependent coverage
•Access to the Robinhood Employee Fund for eligible US employees
•Lifestyle wallet for wellness, learning, and more
•Employer-paid life and disability insurance
•Fertility benefits
•Mental health benefits
•Company holidays
•Paid time off
•Sick time
•Parental leave
•Catered meals
•Office events
