Robinhood Customer Experience Associate at Robinhood supports customers on Prediction Markets by explaining event contracts and resolving account issues. The role involves managing high-volume support during live events.
Responsibilities
Support customers across support channels. Respond to customer questions by chat, email, and phone with speed, accuracy, and empathy.
Explain event contracts in plain language. Help customers understand how contracts are priced, traded, settled, and paid out, including what happens when an event is resolved, delayed, or disputed.
Resolve account and trading issues. Investigate order, position, funding, settlement, and payout questions using internal tools, and resolve them or escalate with detailed notes.
Stay calm during live-event spikes. Provide steady support when contact volume rises around major news and live events, and work to de-escalate customer concerns.
Collaborate on escalations and feedback. Route complex, technical, or compliance-sensitive issues to internal partners with complete documentation, and highlight product gaps or confusing experiences to improve the platform.
Experience in support. 1-2+ years of experience in customer support, customer operations, or a related role, preferably in a fintech, brokerage, crypto, trading, or regulated environment.
Strong communication and problem-solving. Excellent written and verbal communication skills, with the ability to explain complex financial concepts simply, work through transaction questions accurately, and exercise sound judgment on escalations.
Adaptability and tool proficiency. Comfort working in a fast-moving, high-volume environment, calm under pressure, and the ability to learn new internal tools quickly (e.g., CRM, case management, and administrative tools).
Schedule flexibility. Availability to work a flexible schedule, including evenings, weekends, and holidays, to align with live-event windows.
Licensing and location requirements. A Series 3 license is preferred (or the ability to obtain it within 30 days of hire), and the ability to work in person at our Westlake, TX office 3 days per week.
