Customer Experience Representative, Trump Accounts Resolution Desk

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, 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 Resolution Desk 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 supporting the Robinhood vision of Democratizing finance for all in a historic way. As a member of this team, you'll be the company's voice and will use exceptional empathy and product expertise to ensure our users feel understood and valued. You will be empowered to help our customers with a range of needs from simple to complex by phone, email and chat — covering everything from account setup to contributions, eligibility and beyond. Your job is not only to help our customers, but to help us learn as a company from each interaction, so that we can make our customers' experience using our products as seamless as possible. We offer a variety of schedules designed to meet our customers' and employees' needs. 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. 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 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 as you develop deep subject mastery of the product offering: eligibility, contributions, and custodial account mechanics, alongside complex financial concepts like equities trading, margin, and options trading Aggregate feedback from Customer Experience agent 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 CX 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 Able to exercise independent thought and judgment, adapt to new tasks, and prioritize tasks in a multi-task environment Schedule flexibility as we evolve to meet the growing demands of our customers This position is restricted to US citizens or lawful permanent residents