Operations Associate (User Support)
About Basic Capital
Basic Capital is a fintech company disrupting America's $1T retirement industry by building the mortgage for retirement, unlocking market ownership, and making wealth accessible to every American. Our mission is to create products, platforms, and a credit marketplace that power a fundamentally new retirement system.
Our founding team includes leaders from Goldman Sachs, Uber, Block, Stripe, and Robinhood. We're backed by top investors such as Lux Capital, Forerunner Ventures, BoxGroup, SVAngel, Inspired Capital, and Henry Kravis. Based in Tribeca, NYC, we're assembling a lean, high-performance team committed to reducing wealth inequality. This role is fully remote within the United States.
For more information, visit Basic Capital's website.
You will
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
Required Competencies
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
Preferred Competencies
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
Cultural Fit
Passionate about solving big social problems with pragmatic solutions
Aptitude for complexity and curiosity for financial markets
Believes in building leverage, using AI and automation to scale impact as the company grows rather than defaulting to headcount
Genuinely enjoys helping people, and treats every conversation as someone's retirement rather than a ticket
Enjoys learning new tools and selecting the right one for each job
Adaptable and open to contributing across the operation as the team evolves
Autonomous, high agency, accountable, and thrives in a fast-paced environment
Strong collaboration and communication skills, working effectively with a distributed, cross-functional team