Customer Experience Associate, Prediction Markets

About the team + role

We are building an elite team, applying frontier technologies to the world’s biggest financial problems. We’re looking for bold thinkers. Sharp problem-solvers. Builders who are wired to make an impact. Robinhood isn’t a place for complacency, it’s where ambitious people do the best work of their careers. We’re a high-performing, fast-moving team with ethics at the center of everything we do. Expectations are high, and so are the rewards. The Customer Experience team’s mission is to serve as the voice of the customer, helping users understand and navigate our products with clarity and confidence. We are launching a dedicated support desk for Prediction Markets (event contracts) where customers can trade on real-world outcomes. We turn user feedback into actionable platform improvements and collaborate closely with Product, Engineering, Risk, Compliance, and Operations partners to deliver an exceptional trading experience!

As a Customer Experience Associate, you will be the first line of support for this fast-moving, high-volume trading experience. In this role, you will help customers understand how event contracts are priced, traded, and settled, while resolving account and transaction issues. You will be a founding member of this desk, helping shape the knowledge base and support procedures as the product grows. By keeping a calm, professional approach during live-event volume spikes, you will de-escalate customer concerns and work closely with Product, Engineering, and Compliance partners.

This role is based in our Westlake, TX office, with in-person attendance expected 5 days per week during the onboarding period. After onboarding, in-person attendance is expected at least 3 days a week.

Shifts Available:

• Sun-Wed 1pm-12am ET
• Wed-Sat 1pm-12am ET
• Sun-Wed 10am-9pm ET
• Wed-Sat 10am-9pm ET

What you’ll do

• 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.

What you bring

• 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.

What we offer

• Challenging, high-impact work to grow your career.
• Performance driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching.
• Top Tier benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents.
• Access to the Robinhood Employee Fund that gives eligible US employees the opportunity to invest in a private employee fund that provides exposure to Robinhood Ventures funds.
• Access to the best AI tools on the market and continuous AI skill-building for every employee, technical or not.
• Lifestyle wallet - a highly flexible benefits spending account for wellness, learning, and more.
• Employer-paid life & disability insurance, fertility benefits, and mental health benefits.
• Time off to recharge including company holidays, paid time off, sick time, parental leave, and more!
• Exceptional office experience with catered meals, events, and comfortable workspaces.