Operations Associate (User Support)

📋 Description

• Serve as a primary contact for participants and plan admins via Intercom, phone, and other channels.
• Guide users through account setup, enrollment, deferrals, beneficiaries, rollovers, distributions.
• Explain complex retirement concepts clearly to users with limited prior experience.
• Own issues from first contact to resolution, escalating as needed.
• Process money movements end-to-end; coordinate required steps.
• Collaborate with custodians, rollover providers, and external partners.

🎯 Requirements

• Proven experience in high-volume customer support or user operations.
• Exceptional written and verbal communication; explain financial/technical concepts clearly.
• Strong judgment and problem-solving; know when to escalate.
• Knowledge of 401(k) plans or other regulated financial products preferred.
• Hands-on with Intercom, Zendesk, or similar platforms is advantageous.
• Experience in fintech/benefits/HR tech is a plus.

🎁 Benefits

• $55,000–$75,000 annual compensation.
• Equity participation opportunity.
• 100% remote position within the United States.
• Opportunities to work in a lean, high-performance fintech environment.
• Exposure to fintech, retirement products, and AI-powered support tech.
• Chance to influence product, operations, and customer experience improvements.