Customer Experience Associate, Trump Accounts Resolutions Desk

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, and 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 Trump Accounts Support team helps customers navigate a new, high-visibility support experience tied to Robinhood’s role as the brokerage and initial trustee for the federal Trump Accounts program. This isn’t a standard support environment. You’ll join a team helping support a standalone Trump Accounts platform built for a historic national initiative.

As a Customer Experience Representative, Trump Accounts Help Desk, you won’t be on the front line with customers. Instead, you’ll be the front line for the agents who are. You’ll serve as the primary escalation path for unlicensed agents, reviewing and resolving escalated tickets that fall outside standard workflows or require deeper product and policy expertise. You’ll apply strong judgment to determine the right resolution path, coach agents through complex or ambiguous scenarios, and know when a case needs to go further by partnering with a licensed, higher-risk, or exception-based teammate. You’ll also help surface recurring patterns in escalated cases, giving the broader team visibility into where the product, tooling, or support experience needs to evolve. This is an unlicensed role.

This role is based in Westlake, TX office(s), with in-person attendance expected 5 days per week. The team supports customers seven days a week, between 7:00 a.m. and 10:00 p.m. ET, and schedules will be assigned based on business needs.

What you’ll do

• Empower Customer Experience agents by providing timely, empathetic, and accurate guidance via Help Desk tickets and live phone consultations
• Guide Customer Experience agents through complex support workflows, including account activation, login troubleshooting, and funding setup, using approved internal resources
• Support Customer Experience agents in adhering to documented policies and scripts to ensure a consistent, high-quality experience for the end customer
• Assist Customer Experience agents in identifying issues that require specialized escalation to licensed teammates or managers, providing clear instructions for routing
• Review and coach agents on case hygiene to ensure internal documentation is accurate and supports seamless team follow-up
• Coach Customer Experience agents on using sound judgment to avoid speculation and stay within the boundaries of approved support guidance when responding to broader customer inquiries
• Aggregate feedback from Customer Experience agent interactions to highlight recurring process pain points and product gaps to leadership
• Serve as a subject matter expert for Customer Experience agents on evolving tools and workflows to ensure they remain proficient as the product changes
• Maintain flexible availability to ensure consistent internal support coverage for Customer Experience agents during evenings, weekends, and holidays

What you bring

• 1+ year of experience in customer support, operations, contact center work, or another customer-facing environment
• Strong written and verbal communication skills, with the ability to explain information clearly and calmly
• Demonstrated customer empathy and the ability to de-escalate tense situations while staying accurate and composed
• Strong judgment when following policies and approved guidance, including knowing when to resolve independently versus escalate
• Excellent attention to detail and discipline around documentation, process adherence, and data handling
• Ability to learn new products, systems, and workflows quickly in a fast-moving environment
• Comfort managing multiple priorities at once while maintaining responsiveness and quality
• A collaborative mindset and willingness to partner across operations, quality, product, compliance, and support teams as needed
• High integrity and professionalism in a role supporting a sensitive, high-visibility line of business
• This position is restricted to US citizens or lawful permanent residents due to legal requirements.

Bonus points

• Experience supporting agents and customers through launches, onboarding flows, or new product rollouts
• Familiarity with structured support tools such as case management systems, internal knowledge bases, and chat or voice platforms
• Strong pattern recognition skills and a track record of surfacing issues that improve the customer experience at scale
• Experience handling complex or escalated customer concerns while maintaining excellent judgment and tone

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.