Investment Accounts Associate, Help Desk (Fintech)

Location: Westlake, TX office; in-person attendance required 5 days per week. Customer support coverage runs 7:00 a.m. to 10:00 p.m. ET, seven days a week, with schedules assigned according to business needs.

Base pay for Zone 2, which includes Westlake, TX: $21.30–$25 USD per hour, plus bonus opportunities and benefits.

Company

Robinhood develops financial products designed to democratize finance for all.

What you will do

• Provide Customer Experience agents with accurate guidance through Help Desk tickets and live phone consultations.
• Guide agents through account activation, login troubleshooting, funding setup, and other complex support workflows.
• Coach agents on policies, approved scripts, case hygiene, documentation, and sound judgment.
• Identify cases requiring escalation to licensed teammates, managers, or other specialized partners.
• Serve as a subject matter expert on evolving tools and workflows.
• Aggregate recurring process pain points and product gaps for leadership.

Requirements

• 1+ year of experience in customer support, operations, contact center work, or another customer-facing environment.
• Strong written and verbal communication skills, empathy, and the ability to de-escalate tense situations.
• Strong judgment when following policies and approved guidance, including knowing when to resolve or escalate.
• Excellent attention to detail with disciplined documentation, process adherence, and data handling.
• Ability to learn products, systems, and workflows quickly while managing multiple priorities.
• High integrity, professionalism, and willingness to collaborate across operations, quality, product, compliance, and support.

Nice to have

• Experience supporting launches, onboarding flows, or new product rollouts.
• Familiarity with case management systems, internal knowledge bases, and chat or voice platforms.
• Pattern recognition skills and experience surfacing issues that improve customer experience at scale.
• Experience handling complex or escalated customer concerns.

Culture & Benefits

• Performance-driven compensation with bonus opportunities, equity ownership, and 401(k) matching.
• Health insurance, with 100% of employee coverage and 90% of dependent coverage paid.
• Lifestyle wallet support for wellness, learning, and other needs.
• Paid time off, company holidays, sick time, parental leave, life and disability insurance, fertility benefits, and mental health benefits.
• Catered meals, events, and comfortable office workspaces.
• Flexible availability is required for evening, weekend, and holiday support coverage.