Customer Experience Associate, Money

Our mission is to democratize finance for all. An estimated $124 trillion of assets will be inherited by younger generations in the next two decades. The largest transfer of wealth in human history. If you’re ready to be at the epicenter of this historic cultural and financial shift, keep reading.

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 Money Customer Experience team is responsible for providing our customers with the best experience possible while using our product. We act as the "voice of the customer," collaborating closely within the team, leadership, and other support functions to ensure our customers have the best experience with our products and the services we offer. We serve as dedicated customer advocates, actively highlighting key product features and benefits to continually enhance and advance our services. We also build and maintain the tools necessary to provide exemplary service in each interaction. Our high-performing team is dedicated to supporting customers and ensuring their satisfaction!

As a Customer Experience Associate with Money, you will serve as a subject matter expert on our Credit Card and Banking products and customer support processes. You will be the front-line expert responsible for assisting our cardholders with their most challenging inquiries. In this role, you will independently navigate complex inquiries, leveraging your subject matter expertise, departmental guidelines, and a compassionate, empathetic approach to resolve cardholder concerns with care and efficiency. Your work will directly impact customer trust and help drive the long-term success of our financial products!

This role is based in our Denver, CO, and Westlake, TX offices, with in-person attendance expected 5 days per week during the 6-week onboarding period. After onboarding, in-person attendance is expected at least 3 days a week.

At Robinhood, we believe in the power of in-person work to accelerate progress, spark innovation, and strengthen community. Our office experience is intentional, energizing, and designed to fully support high-performing teams.

• →Bring deep customer empathy and a passion for providing exceptional customer service to every cardholder.
• →Apply critical thinking and problem-solving skills to remain adaptable as support processes evolve.
• →Investigate details independently, escalate issues appropriately, and identify emerging trends that may indicate product bugs.
• →Learn and grow continuously as our banking and credit card services expand.
• →Act as an advocate for our products and services, driving continuous improvement based on customer feedback.

• Possess 1+ years of customer service, financial services or contact center support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.
• Demonstrate a basic understanding of financial products, or a strong willingness to learn about them.
• Show familiarity with text, email, and phone-based customer support channels.
• Apply basic working knowledge of Salesforce or similar customer relationship management (CRM) platforms.