Operations Associate (User Support)

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 escalate 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.