Investment Accounts Associate, Help Desk
As an Investment Account Help Desk Associate, you won't be on the front line with customers and instead you'll be the front line for 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 working with a licensed, higher-risk, or exception-based partner. 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 our Westlake, TX office, 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 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 agents 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
What you bring
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
Strong judgment when following policies and approved guidance, including knowing when to resolve independently versus escalate
Excellent attention to detail and discipline around documentation, process adherence, and data handling
Ability to learn new products, systems, and workflows quickly in a fast-moving environment
Comfort managing multiple priorities at once while maintaining responsiveness and quality
A collaborative mindset and willingness to partner across operations, quality, product, compliance, and support teams as needed
High integrity and professionalism in a role supporting a sensitive, high-visibility line of business
Bonus points
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
What we offer
Challenging, high-impact work to grow your career
Performance-driven compensation with bonus opportunities, equity ownership, and 401(k) matching
Best-in-class benefits, including 100% paid health insurance for employees with 90% coverage for dependents
Lifestyle wallet support for wellness, learning, and more
Employer-paid life and disability insurance, fertility benefits, and mental health benefits
Time off to recharge including company holidays, paid time off, sick time, parental leave, and more
Exceptional office experience with catered meals, events, and comfortable workspaces
In addition to the base pay range listed below, this role is also eligible for bonus opportunities + benefits.
Base pay for the successful applicant will depend on a variety of job-related factors, which may include education, training, experience, location, business needs, or market demands. The expected base pay range for this role is based on the location where the work will be performed and is aligned to one of 3 compensation zones. For other locations not listed, compensation can be discussed with your recruiter during the interview process.
Base Pay Range:
Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC)
$21.30—$25 USD
Zone 2 (Denver, CO; Westlake, TX; Chicago, IL)
$21.30—$25 USD
Zone 3 (Lake Mary, FL; Clearwater, FL; Gainesville, FL)
$20.40—$24 USD