Operations Associate (User Support)

Accountabilities

• • Serve as a primary point of contact for participants and plan administrators, responding to questions through Intercom, phone, and other support channels with speed, accuracy, and empathy.
  • Guide users through account setup, enrollment, contribution or deferral changes, beneficiary updates, rollovers, distributions, and other retirement-account processes.
  • Explain complex retirement and financial concepts clearly and accurately to users who may have limited prior experience with retirement plans.
  • Own user issues from initial contact through resolution, escalating appropriately to onboarding, Customer Success, Engineering, or other teams while maintaining responsibility through closure.
  • Process participant money movements end to end, including withdrawals, outbound rollovers, and loans, while preparing documentation and coordinating required steps.
  • Work directly with external partners such as custodians, rollover providers, plan document providers, and previous recordkeepers to resolve issues that extend beyond internal systems.
  • Build and maintain scalable support resources, including macros, saved replies, help-center content, and AI-enabled support systems.
  • Identify recurring questions and operational friction points, turning them into permanent process or product improvements wherever possible.
  • Provide clear, prioritized feedback to Product and Engineering teams about user challenges, confusing workflows, and opportunities for improvement.
  • Help maintain high support-quality standards across response times, resolution rates, accuracy, and the overall user experience.
  • Use sound judgment to distinguish between routine questions, issues requiring escalation, and situations involving compliance or financial transactions.
  • Contribute across the broader operations function as priorities evolve within a fast-moving, distributed team.

  Requirements

  • Proven experience in a high-volume customer support, customer operations, or user operations role, with experience supporting customers through both written and phone-based channels.
  • Exceptional written and verbal communication skills, with the ability to make complex financial or technical concepts easy to understand without sacrificing accuracy.
  • Strong judgment and problem-solving abilities, particularly when determining whether to resolve an issue independently or escalate it to the appropriate team.
  • Working knowledge of 401(k) plans, retirement accounts, benefits, or another regulated financial product is preferred.
  • Hands-on experience with Intercom, Zendesk, or similar customer support and service-management platforms is advantageous.
  • Experience in fintech, financial services, benefits, HR technology, or an early-stage technology company is a plus.
  • Strong organizational skills and the ability to manage multiple user issues and operational priorities simultaneously.
  • High attention to detail when handling sensitive account information, documentation, and money-movement processes.
  • Genuine empathy and a customer-first mindset, treating every interaction as an important financial decision rather than simply another support ticket.
  • Comfortable learning new tools and identifying opportunities to use automation and AI to improve efficiency and scale impact.
  • Autonomous, proactive, and accountable, with the ability to operate effectively in a fast-paced environment.
  • Strong collaboration and communication skills, with the ability to work effectively across distributed and cross-functional teams.
  • Curiosity about financial markets and an ability to navigate complex problems with a pragmatic, solutions-oriented approach.

  Benefits

  • $55,000–$75,000 annual compensation.
  • Equity participation opportunity.
  • 100% remote position within the United States.
  • Opportunity to work in a lean, high-performance environment focused on transforming retirement and financial services.
  • Exposure to fintech, retirement products, financial operations, and emerging AI-powered support technologies.
  • Opportunity to directly influence product, operational, and customer-experience improvements.
  • Significant autonomy and ownership in a growing operations function.
  • Opportunity to work cross-functionally with Product, Engineering, Customer Success, onboarding teams, and external financial partners.
  • Ability to develop expertise in regulated financial products and retirement-account operations.