Customer Experience Associate, Money at Robinhood

Chicago, Illinois, United States -

Full Time

Start Date

Immediate

Expiry Date

08 May, 26

Salary

25.0

Posted On

07 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Empathy, Exceptional Customer Service, Critical Thinking, Problem Solving, Agility, Flexibility, Attention To Detail, Independent Work, Trend Spotting, Product Bug Identification, Subject Matter Expertise, Credit Card Product Support, Banking Product Support, Troubleshooting, Escalation Management

Industry

Financial Services

Description

Join us in building the future of finance. 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. 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 Money Customer Ops team is responsible for providing our customers with the best experience possible while using our product. We are the "voice of the customer" and work closely with other teams to ensure that our product reflects our customers' needs and that we have the tools necessary to provide our customers exemplary service in each interaction. As a Money CX Agent, you will be a subject matter expert on the Credit Card and Banking product and customer support processes. You will be the front-line agent responsible for assisting our cardholders with their most challenging inquiries. You will independently troubleshoot and work with other teams to resolve the cardholders' concerns as efficiently as possible. Available Shifts Tues - Sat 12pm - 9pm EST Sun - Thu 9am - 6pm EST This role is based in our Chicago, IL, Denver, CO, and Westlake, TX offices, with in-person attendance expected 3 days every other week, with no required in-office days during the alternating weeks. 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. What you’ll do You have deep customer empathy and are passionate about providing exceptional customer service to every customer You are a critical thinker, a problem solver and are able to be agile and flexible as processes evolve You like digging into the details, working independently (while asking questions or escalating when necessary), and have a keen eye for spotting trends that could indicate a product bug or issue You’re hungry to learn and grow alongside a growing business What you bring 2+ years of full-time work experience Basic understanding of financial products is a plus Previous experience with text or email customer support is a plus Basic working knowledge of Salesforce is a plus What we offer Market competitive and pay equity-focused compensation structure 100% paid health insurance for employees with 90% coverage for dependents Annual lifestyle wallet for personal wellness, learning and development, and more! Lifetime maximum benefit for family forming and fertility benefits Dedicated mental health support for employees and eligible dependents Generous time away including company holidays, paid time off, sick time, parental leave, and more! Lively office environment with catered meals, fully stocked kitchens, and geo-specific commuter benefits In addition to the base pay range listed below, this role is also eligible for bonus opportunities + equity + benefits. Base pay for the successful applicant will depend on a variety of job-related factors, which may include education, training, experience, location, business needs, or market demands. The expected base pay range for this role is based on the location where the work will be performed and is aligned to one of 3 compensation zones. For other locations not listed, compensation can be discussed with your recruiter during the interview process. Base Pay Range: Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC) $21.30—$25 USD Zone 2 (Denver, CO; Westlake, TX; Chicago, IL) $21.30—$25 USD Zone 3 (Lake Mary, FL; Clearwater, FL; Gainesville, FL) $20.40—$24 USD In addition to the base pay range listed below, this role is also eligible for bonus opportunities + benefits. Base pay for the successful applicant will depend on a variety of job-related factors, which may include education, training, experience, location, business needs, or market demands. The expected base pay range for this role is based on the location where the work will be performed and is aligned to one of 3 compensation zones. For other locations not listed, compensation can be discussed with your recruiter during the interview process. Base Pay Range: Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC) $21.30—$25 USD Zone 2 (Denver, CO; Westlake, TX; Chicago, IL) $21.30—$25 USD Zone 3 (Lake Mary, FL; Clearwater, FL; Gainesville, FL) $20.40—$24 USD Click here to learn more about our Total Rewards, which vary by region and entity. If our mission energizes you and you’re ready to build the future of finance, we look forward to seeing your application. Robinhood provides equal opportunity for all applicants, offers reasonable accommodations upon request, and complies with applicable equal employment and privacy laws. Inclusion is built into how we hire and work—welcoming different backgrounds, perspectives, and experiences so everyone can do their best. Please review the Privacy Policy for your country of application.

Responsibilities

The Money CX Agent will serve as a subject matter expert on Credit Card and Banking products, acting as the front-line support for cardholders' most challenging inquiries. They will independently troubleshoot issues and collaborate with other teams to ensure efficient resolution of customer concerns.