Investment Accounts Associate, Help Desk

Join us in building the future of finance.

Our mission is to democratize finance for all. An estimated $124 trillion of assets will be inherited by younger generations in the next two decades. The largest transfer of wealth in human history. If you’re ready to be at the epicenter of this historic cultural and financial shift, keep reading.

About the team + role

We are building an elite team, applying frontier technologies to the world’s biggest financial problems. We’re looking for bold thinkers, sharp problem-solvers, and builders who are wired to make an impact. Robinhood isn’t a place for complacency — it’s where ambitious people do the best work of their careers. We’re a high-performing, fast-moving team with ethics at the center of everything we do. Expectations are high, and so are the rewards.

The Investment Accounts Support team helps customers navigate a new, high-visibility support experience tied to Robinhood’s role as the brokerage and initial trustee for the federal Investment Accounts program. This isn’t a standard support environment. You’ll join a team helping support a standalone Investment Accounts platform built for a historic national initiative.

As a Customer Experience Associate, Investment Accounts Help Desk, you won’t be on the front line with customers. Instead, you’ll be the front line for the agents who are. You’ll serve as the primary escalation path for unlicensed agents, reviewing and resolving escalated tickets that fall outside standard workflows or require deeper product and policy expertise. You’ll apply strong judgment to determine the right resolution path, coach agents through complex or ambiguous scenarios, and know when a case needs to go further by partnering with a licensed, higher-risk, or exception-based teammate. You’ll also help surface recurring patterns in escalated cases, giving the broader team visibility into where the product, tooling, or support experience needs to evolve. This is an unlicensed role.

This role is based in Westlake, TX office(s), with in-person attendance expected 5 days per week. The team supports customers seven days a week, between 7:00 a.m. and 10:00 p.m. ET, and schedules will be assigned based on business needs.

What you’ll do

• 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 exp