Investment Accounts Associate, Help Desk
Robinhood helps users invest in stocks, ETFs, options, and cryptocurrencies through commission-free trading with no minimum account requirements.
Maintainer signals as of 9/2/2026
Funding history
Investors
Projects
About Robinhood
Robinhood helps retail investors access financial markets through commission-free trading of stocks, ETFs, options, and cryptocurrencies. With it, users can invest with no account minimums, earn rewards through retirement accounts with matching contributions, and access advanced trading tools. Robinhood democratizes investing by making financial markets accessible to everyone, not just wealthy investors.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will support Customer Experience agents by resolving escalated tickets, providing guidance through phone consultations, and helping them navigate complex workflows such as account activation, login troubleshooting, and funding setup. You will coach agents on policies, documentation, escalation procedures, judgment, and evolving tools. You will also identify recurring process pain points and product gaps while maintaining coverage during evenings, weekends, and holidays.
Requirements
- 1+ year of experience in customer support, operations, contact center work, or another customer-facing environment
- Strong written and verbal communication skills
- Customer empathy and de-escalation skills
- Strong judgment when following policies and approved guidance
- Attention to detail and discipline around documentation, process adherence, and data handling
- Ability to learn new products, systems, and workflows quickly
- Ability to manage multiple priorities while maintaining responsiveness and quality
- Willingness to partner across operations, quality, product, compliance, and support teams
- High integrity and professionalism
- Experience supporting agents and customers through launches, onboarding flows, or product rollouts
- Familiarity with case management systems, internal knowledge bases, and chat or voice platforms
- Pattern recognition skills and experience surfacing issues
- Experience handling complex or escalated customer concerns
Responsibilities
- Guide Customer Experience agents through complex support workflows
- Resolve escalated tickets and provide accurate guidance through help desk tickets and phone consultations
- Support adherence to documented policies and scripts
- Identify cases requiring escalation to licensed teammates or managers
- Review and coach agents on case documentation and hygiene
- Coach agents to use sound judgment and approved support guidance
- Aggregate feedback to identify recurring process pain points and product gaps
- Serve as a subject matter expert on evolving tools and workflows
- Maintain support coverage during evenings, weekends, and holidays
Benefits
- Bonus opportunities
- Equity ownership
- 401(k) matching
- 100% paid health insurance for employees
- 90% health insurance coverage for dependents
- Lifestyle wallet support for wellness and learning
- Employer-paid life insurance
- Employer-paid disability insurance
- Fertility benefits
- Mental health benefits
- Company holidays
- Paid time off
- Sick time
- Parental leave
- Catered meals
- Events