[Remote] Operations Associate (User Support)

Note: The job is a remote job and is open to candidates in USA. Basic Capital is a fintech company building products, platforms, and a credit marketplace to transform the retirement industry and make wealth more accessible. The Operations Associate will provide high-volume participant and plan administrator support, manage retirement account transactions, resolve issues, and improve support systems through automation and operational feedback.

Responsibilities

• Be the first person participants and plan administrators talk to, answering questions over Intercom and phone with speed, accuracy, and genuine care
• Guide participants through account setup, enrollment, deferral changes, beneficiaries, rollovers, and distributions, and explain how a 401(k) actually works to people who have never had one
• Resolve issues end to end, escalating cleanly to Onboardings, Customer Success, or Engineering when a question turns into a problem, and owning it until it is closed
• Design and build the macros, help center content, saved replies, and AI-powered support systems that let one person resolve the volume of many
• Turn recurring questions into permanent fixes, feeding clear, prioritized signal to product and engineering about what confuses users and why
• Own the quality bar for support, including response times, resolution rates, and the tone that makes a retirement account feel approachable rather than intimidating
• Process participant money movement end to end, including withdrawals, outbound rollovers, and loans, preparing paperwork, coordinating with custodial and vendor partners, and tracking transactions until funds settle
• Work directly with external partners such as custodians, rollover facilitators, plan document providers, and prior recordkeepers to resolve issues that live outside our own systems

Skills

• • Proven experience in a high-volume customer support or user operations role, handling both written and phone channels
• • Exceptional written and verbal communication, with a talent for making complicated financial topics simple without being condescending or imprecise
• • Sound judgment on when to answer, when to escalate, and when a question is really a compliance or money-movement issue
• • Working knowledge of 401(k) plans, retirement accounts, or another regulated financial product
• • Hands-on experience with Intercom, Zendesk, or similar support platforms
• • Experience in fintech, benefits, HR technology, or early-stage technology companies

Benefits

• This role is fully remote within the United States.

Company Overview