Customer Experience Associate, Prediction Markets

About the role

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.

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.

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 hourly range for this role is based on the location where the work will be performed and is aligned to one of 2 compensation zones. This role is also eligible to participate in a Robinhood bonus plan.

• 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.
• AI Usage Disclosure: Robinhood uses artificial intelligence (AI) tools to support parts of our recruiting process. These tools enhance the efficiency and consistency of our hiring process; however, all hiring decisions are made by our hiring teams.
• 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.