Robinhood Investment Accounts Associate, Help Desk at Robinhood supports Customer Experience agents by resolving escalated tickets and guiding through complex workflows. This role is based in Westlake, TX with in-person attendance required.
Responsibilities
Empower Customer Experience agents by providing timely, empathetic, and accurate guidance via Help Desk tickets and live phone consultations
Guide Customer Experience agents through complex support workflows, including account activation, login troubleshooting, and funding setup, using approved internal resources
Support Customer Experience agents in adhering to documented policies and scripts to ensure a consistent, high-quality experience for the end customer
Assist Customer Experience agents in identifying issues that require specialized escalation to licensed teammates or managers, providing clear instructions for routing
Review and coach agents on case hygiene to ensure internal documentation is accurate and supports seamless team follow-up
Coach Customer Experience agents on using sound judgment to avoid speculation and stay within the boundaries of approved support guidance when responding to broader customer inquiries
Aggregate feedback from Customer Experience agent interactions to highlight recurring process pain points and product gaps to leadership
Serve as a subject matter expert for Customer Experience agents on evolving tools and workflows to ensure they remain proficient as the product changes
Maintain flexible availability to ensure consistent internal support coverage for Customer Experience agents during evenings, weekends, and holidays
1+ year of experience in customer support, operations, contact center work, or another customer-facing environment
Strong written and verbal communication skills, with the ability to explain information clearly and calmly
Demonstrated customer empathy and the ability to de-escalate tense situations while staying accurate and composed
Qualification
Required
1+ year of experience in customer support, operations, contact center work, or another customer-facing environment
Strong written and verbal communication skills
Preferred
Experience supporting agents and customers through launches, onboarding flows, or new product rollouts
Familiarity with structured support tools such as case management systems, internal knowledge bases, and chat or voice platforms
Strong pattern recognition skills and a track record of surfacing issues that improve the customer experience at scale
Experience handling complex or escalated customer concerns while maintaining excellent judgment and tone
