CTS Support Analyst

Join a leading fintech company that’s democratizing finance for all.

Robinhood was founded on a simple idea: that our financial markets should be accessible to all. With customers at the heart of our decisions, Robinhood is lowering barriers and providing greater access to financial information. Together, we are building products and services that help create a financial system everyone can participate in.

As we continue to build...

We’re seeking curious, growth minded thinkers to help shape our vision, structures and systems; playing a key-role as we launch into our ambitious future. If you’re invigorated by our mission, values, and drive to change the world — we’d love to have you apply.

Robinhood has a primary in-office working environment; please be sure you have reviewed the preferred working location(s) for this role before applying.

About the team + role

Robinhood’s Customer Trust & Safety (CTS) team is essential to supporting the growth of the firm and ensuring a safe and smooth customer experience on the platform.

By prioritizing and triaging potential fraud and risk issues, the team will drive fast resolution times for customers who may need support with unauthorized activity, updating security credentials, and document submission for account review. CTS Support Analysts must have strong risk and fraud prevention knowledge, exceptional customer care instincts, and a real desire to build Robinhood's knowledge bases as we grow and change.

What you’ll do

• Work closely with our Fraud Operations peers to ensure the best possible customer and agent experience
• Communicate with peer teams, frontline support agents, and customers to help troubleshoot account security-related issues using email and phone channels
• Solve agent questions in real time as they interact with Robinhood customers, mentoring agents through informative explanations to help build their knowledge for future cases
• Resolve high complexity customer issues as they arise
• Uncover agent knowledge gaps and question patterns and using that information to improve Robinhood's training and knowledge base

What you bring

• Bachelor’s Degree from an accredited institution
• 1+ years of proven fraud, risk, or financial experience with experience working in a call center
• Experience working with customers facing complex issues
• Passion for and bias towards delivering high quality standards
• Strong communication skills, experience working with cross-functional teams

What we offer

• Market competitive and pay equity-focused compensation structure
• 100% paid health insurance for employees with 90% coverage for dependents
• Annual lifestyle wallet for personal wellness, learning and development, and more!
• Lifetime maximum benefit for family forming and fertility benefits
• Dedicated mental health support for employees and eligible dependents
• Generous time away including company holidays, paid time off, sick time, parental leave, and more!
• Lively office environment with catered meals, fully stocked kitchens, and geo-specific commuter 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. You can view comp zones for our US office locations in the table below. For other locations not listed, compensation can be discussed with your recruiter during the interview process.

Office locations (by comp zone)
US Zone 1: Menlo Park, NYC, Seattle, Washington DC 
US Zone 2: Denver, Westlake (Dallas), Chicago 
US Zone 3: Lake Mary

We’re looking for more growth-minded and collaborative people to be a part of our journey in democratizing finance for all. If you’re ready to give 100% in helping us achieve our mission—we’d love to have you apply even if you feel unsure about whether you meet every single requirement in this posting. At Robinhood, we're looking for people invigorated by our mission, values, and drive to change the world, not just those who simply check off all the boxes.

Robinhood promotes diversity and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone. Additionally, Robinhood provides reasonable accommodations for candidates on request and respects applicants' privacy rights. To review Robinhood's Privacy Policy please visit Robinhood - US Applicant Privacy Policy. If you are an applicant located in the UK or EE