Operations Associate (User Support)
Remotedxb
Responsibilities
- Answer participant and plan administrator questions via Intercom and phone with speed and accuracy
- Guide users through account setup, enrollment, deferral changes, beneficiaries, rollovers, and distributions
- Resolve issues end-to-end and escape to Onboardings, Customer Success, or Engineering when necessary
- Design and build macros, help center content, saved replies, and AI-powered support systems
- Provide feedback to product and engineering teams to resolve recurring user confusion
- Manage participant money movement including withdrawals, outbound rollovers, and loans
- Coordinate with external partners such as custodians, rollover facilitators, and plan document providers
Requirements
- Proven experience in high-volume customer support or user operations roles
- Experience handling both written and phone communication channels
- Exceptional written and verbal communication skills with the ability to simplify complex financial topics
- Strong judgment regarding escalation protocols and compliance issues
Preferred Qualifications
- Working knowledge of 401(k) plans or other regulated financial products
- Hands-on experience with Intercom, Zendesk, or similar support platforms
- Experience in fintech, benefits, HR technology, or early-stage startups
About the Company
Basic Capital is a fintech company disrupting America's $1T retirement industry by building the mortgage for retirement. Our mission is to create products, platforms, and a credit marketplace that power a fundamentally new retirement system.
#J-18808-LjbffrVacancy posted 3 days ago
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