Escalation Specialist — High-Visibility Financial Support

Visa Hunt; Westlake (TX); On-site; USD 29,000 - 34,000; Full time

Benefits offered by this job

Bonus opportunities

Equity ownership

401(k) matching

100% paid health insurance

Wellness wallet support

Life and disability insurance

Parental leave

Job summary

Robinhood in Westlake, TX is hiring for the Trump Accounts Help Desk within our high-visibility Customer Experience team. You’ll be the escalation path for unlicensed agents, review tickets, coach through complex scenarios, and surface patterns to improve product and policies.

The role requires 1+ year in customer support, strong communication, empathy, and sound judgment. Base pay ranges by zone: Zone 2 Westlake, TX at $21.30–$25 USD per hour, with bonuses and benefits.

Qualifications

• 1+ year of experience in customer support, operations, contact center work, or another customer-facing environment.
• Strong written and verbal communication skills with clear and calm explanations.
• Demonstrated empathy and ability to de-escalate tense situations while staying accurate.

Responsibilities

• Empower Customer Experience agents by providing timely, empathetic guidance via Help Desk tickets and live phone consultations.
• Guide agents through complex workflows, including activation, login troubleshooting, and funding setup using approved resources.
• Coach agents on policies to ensure a consistent, high-quality experience for customers.
• Identify issues that require escalation to licensed teammates or managers and provide clear routing instructions.
• Review case hygiene and maintain accurate internal documentation for seamless follow-up.
• Aggregate feedback to surface recurring pain points and support leadership decisions.
• Maintain proficiency with evolving tools and workflows as the product updates.
• Ensure coverage during evenings, weekends, and holidays.

Skills

Customer support

Communication

Empathy

Judgment

Attention to detail

Job description

Robinhood in Westlake, TX is hiring for the Trump Accounts Help Desk within our high-visibility Customer Experience team. You’ll be the escalation path for unlicensed agents, review tickets, coach through complex scenarios, and surface patterns to improve product and policies.

The role requires 1+ year in customer support, strong communication, empathy, and sound judgment. Base pay ranges by zone: Zone 2 Westlake, TX at $21.30–$25 USD per hour, with bonuses and benefits.