Customer Experience Associate, Prediction Markets (Fintech)

Location: Westlake, TX; in-person attendance at the Westlake office is expected at least 3 days per week.

Salary: $21.30–$25 per hour for Zone 2 locations, including Westlake, TX. The role is also eligible for a bonus plan.

Company

Robinhood builds financial products designed to democratize finance and is launching a dedicated support desk for prediction markets.

What you will do

• Respond to customer questions through chat, email, and phone with speed, accuracy, and empathy.
• Explain how event contracts are priced, traded, settled, delayed, disputed, and paid out.
• Investigate and resolve order, position, funding, settlement, account, and payout issues using internal tools.
• Provide calm support during live-event volume spikes and de-escalate customer concerns.
• Escalate complex, technical, and compliance-sensitive issues with complete documentation.
• Identify product gaps and confusing experiences while helping build the knowledge base and support procedures for the new desk.

Requirements

• 1–2+ years of experience in customer support, customer operations, or a related role; fintech, brokerage, crypto, trading, or regulated-environment experience is preferred.
• Excellent written and verbal communication, with the ability to explain complex financial concepts simply.
• Accurate transaction problem-solving and sound judgment when handling escalations.
• Ability to remain calm in a fast-moving, high-volume environment and learn CRM, case-management, and administrative tools quickly.
• Availability for flexible schedules including evenings, weekends, and holidays aligned with live-event windows.
• A Series 3 license is preferred, or the ability to obtain it within 30 days of hire.
• Ability to work in person at the Westlake, TX office at least 3 days per week.

Culture & Benefits

• High-impact work with close collaboration across Product, Engineering, Risk, Compliance, and Operations.
• Available shifts run Sun–Wed or Wed–Sat, either 1pm–12am ET or 10am–9pm ET.
• Performance-driven compensation with bonus programs, equity ownership, and 401(k) matching.
• Health insurance, life and disability insurance, fertility and mental-health benefits, paid time off, sick time, parental leave, and company holidays.
• AI tools and continuous AI skill-building, plus a flexible lifestyle wallet for wellness and learning.
• Office amenities include catered meals, events, and comfortable workspaces.