Investment Accounts Associate, Help Desk

Robinhood
Texas
Workplace: OnsiteFull timeUSD 21.3 - 25Function: Customer Support (Service Desk)Skills: ["Communication","Customer empathy","De-escalation","Judgment","Attention to detail"]

Serve as the primary escalation path for unlicensed Customer Experience agents, reviewing and resolving help desk tickets that fall outside standard workflows. Coach agents through complex account activation, login troubleshooting, and funding setup scenarios, and ensure routing to licensed or higher-risk partners when needed. Help identify recurring escalation patterns to improve product and support tooling while maintaining accurate documentation and consistent internal support coverage.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Robinhood
Robinhood
5 days ago

Investment Accounts Associate, Help Desk

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Serve as the primary escalation path for unlicensed Customer Experience agents, reviewing and resolving help desk tickets that fall outside standard workflows. Coach agents through complex account activation, login troubleshooting, and funding setup scenarios, and ensure routing to licensed or higher-risk partners when needed. Help identify recurring escalation patterns to improve product and support tooling while maintaining accurate documentation and consistent internal support coverage.
Location: Texas
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Provide timely, empathetic, and accurate guidance to Customer Experience agents via help desk tickets and live phone consultations.
  • •Guide agents through complex support workflows, including account activation, login troubleshooting, and funding setup, using approved internal resources.
  • •Assist agents with adherence to documented policies and scripts to ensure a consistent end-customer experience.
  • •Review and coach agents on case hygiene so internal documentation supports seamless follow-up.
  • •Aggregate feedback from agent interactions to highlight recurring process pain points and product gaps to leadership.

Pay and Benefits

Salary: USD 21.3 - 25
Equity and Bonus:Equity
Perks:Health Insurance401kPaid Leave

Key Requirements

  • •1+ year of experience in customer support, operations, contact center work, or another customer-facing environment.
  • •Strong written and verbal communication skills to explain information clearly and calmly.
  • •Demonstrated customer empathy with ability to de-escalate tense situations while staying accurate and composed.
  • •Strong judgment in following policies and approved guidance, knowing when to resolve independently versus escalate.
  • •Excellent attention to detail for documentation, process adherence, and data handling.
Experience:Customer supportContact center
Skills:CommunicationCustomer empathyDe-escalationJudgmentAttention to detail
Tech Stack:Help desk ticketsCase management systemsKnowledge basesChat platformsVoice platforms

Company Brief

Robinhood
Commission-free trading platform offering stocks, ETFs, options, and cryptocurrencies, plus cash management and retirement products. Aims to democratize finance through easy-to-use mobile and web apps for retail investors.
Industry: Trading Platforms
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Menlo Park, United States
Founded: 2013
WebsiteLinkedIn