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