Customer Experience Associate, Prediction Markets

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 Customer Experience team’s mission is to serve as the voice of the customer, helping users understand and navigate our products with clarity and confidence. We are launching a dedicated support desk for Prediction Markets (event contracts) where customers can trade on real-world outcomes. We turn user feedback into actionable platform improvements and collaborate closely with Product, Engineering, Risk, Compliance, and Operations partners to deliver an exceptional trading experience! As a Customer Experience Associate, you will be the first line of support for this fast-moving, high-volume trading experience. In this role, you will help customers understand how event contracts are priced, traded, and settled, while resolving account and transaction issues. You will be a founding member of this desk , helping shape the knowledge base and support procedures as the product grows. By keeping a calm, professional approach during live-event volume spikes, you will de-escalate customer concerns and work closely with Product, Engineering, and Compliance partners. This role is based in our Westlake office, with in-person attendance expected at least 3 days per 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. 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 environme