Customer Experience Associate, Prediction Markets

Robinhood • Westlake, TX

4d • Hybrid

About The Position

Robinhood is building a dedicated customer support desk for Prediction Markets (event contracts), where customers can trade on real-world outcomes. The Customer Experience team serves as the voice of the customer, helping users understand and navigate products while turning feedback into actionable platform improvements. The associate is the first line of support for a fast-moving, high-volume trading experience, helping customers understand how event contracts are priced, traded, and settled and resolving account and transaction issues. As a founding member of the desk, the associate will help shape its knowledge base and support procedures as the product grows, remain calm and professional during live-event volume spikes, de-escalate customer concerns, and work with Product, Engineering, Compliance, and other internal partners. The position is based in the Westlake, Texas office, with in-person attendance expected at least three days per week. Available schedules are Sun–Wed or Wed–Sat, with shifts of either 1 p.m.–12 a.m. ET or 10 a.m.–9 p.m. ET.

Requirements

• 1–2+ years of experience in customer support, customer operations, or a related role.
• Excellent written and verbal communication skills, including the ability to explain complex financial concepts simply.
• Ability to work through transaction questions accurately and exercise sound judgment when escalating issues.
• Comfort working in a fast-moving, high-volume environment and remaining calm under pressure.
• Ability to learn internal tools quickly, such as CRM, case management, and administrative tools.
• Availability to work a flexible schedule, including evenings, weekends, and holidays, to align with live-event windows.
• Ability to work in person at the Westlake, Texas office three days per week.

Nice To Haves

• Experience in fintech, brokerage, crypto, trading, or a regulated environment.
• A Series 3 license, or ability to obtain one within 30 days of hire.

Responsibilities

• Respond to customer questions by chat, email, and phone with speed, accuracy, and empathy.
• Explain how event contracts are priced, traded, settled, and paid out, including what happens when an event is resolved, delayed, or disputed.
• Investigate order, position, funding, settlement, and payout questions using internal tools, resolving issues or escalating them with detailed notes.
• Provide steady support during live-event volume spikes and de-escalate customer concerns.
• Route complex, technical, or compliance-sensitive issues to internal partners with complete documentation.
• Highlight product gaps and confusing experiences to help improve the platform.
• Help shape the Prediction Markets support desk’s knowledge base and procedures as the product grows.

Benefits

• Performance-driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching.
• 100% paid health insurance for employees and 90% coverage for dependents.
• Access for eligible U.S. employees to invest in a private employee fund that provides exposure to Robinhood Ventures funds.
• Access to AI tools and continuous AI skill-building.
• Lifestyle wallet benefits spending account for wellness, learning, and more.
• Employer-paid life and disability insurance, fertility benefits, and mental health benefits.
• Company holidays, paid time off, sick time, parental leave, and more.
• Catered meals, events, and comfortable workspaces.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed