Customer Experience Representative, Trump Accounts Resolution Desk

As a Customer Experience Representative on the Trump Accounts Resolution Desk at Robinhood, you'll be the company's voice supporting customers navigating a new, high-visibility program. You'll use exceptional empathy and product expertise to help users with everything from account setup to contributions and eligibility, working across phone, email, and chat channels. This role is based in Westlake, TX with in-person attendance required 5 days per week, supporting customers seven days a week between 7:00 a.m. and 10:00 p.m. ET.

What you'll do

• Deliver an outstanding customer experience for Trump Accounts customers through phone, email, and chat channels
• Drive continuous improvement by surfacing patterns and friction points unique to a new, high-visibility platform still being refined post-launch
• Grow your financial services expertise by developing deep subject mastery of eligibility, contributions, and custodial account mechanics, alongside complex financial concepts like equities trading, margin, and options trading
• Aggregate feedback from customer interactions to highlight recurring process pain points and product gaps to leadership
• Maintain flexible availability to ensure consistent internal support coverage for customers during evenings, weekends, and special events

What you bring

• Active FINRA Series 7 and 63 Licenses with an ability to quickly put your brokerage knowledge into action
• Excellent customer service, written and verbal communication skills with a passion to support customers
• Comfort operating in a high-visibility, high-scrutiny support environment tied to a national program
• Effectiveness and willingness to adapt to customer experience delivery through phone and written channels
• Ability to quickly defuse customer anxiety through exceptional customer service skills
• Self-starter and ambitious learner who is comfortable with ambiguity and a fast-paced environment
• Ability to exercise independent thought and judgment, adapt to new tasks, and prioritize tasks in a multi-task environment
• Schedule flexibility as the team evolves to meet growing customer demands
• US citizenship or lawful permanent resident status due to legal requirements

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 including 100% paid health insurance for employees with 90% coverage for dependents
• Access to the Robinhood Employee Fund, giving eligible US employees the opportunity to invest in a private employee fund with exposure to Robinhood Ventures funds
• Access to leading AI tools on the market and continuous AI skill-building for every employee
• Lifestyle wallet, a highly flexible benefits spending account for wellness, learning, and more
• Employer-paid life and 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
• Hourly pay range: Zone 2 (Denver, CO; Westlake, TX; Chicago, IL) $24.70-$29 USD; Zone 3 (Lake Mary, FL; Clearwater, FL; Gainesville, FL) $23.80-$28 USD. Eligible to participate in a Robinhood bonus plan.

About Robinhood

Robinhood is building a financial platform to democratize finance for all. The company serves as the brokerage and initial trustee for the federal Trump Accounts program and operates a high-performing, fast-moving team applying frontier technologies to the world's biggest financial problems.