Operations Associate (User Support)

Remotedxb; Dubai; On-site; AED 167,000 - 257,000; Full time

Job summary

Basic Capital is a fintech company disrupting America's $1T retirement industry by building the mortgage for retirement. We are seeking a customer support specialist to answer participant questions via Intercom and phone, helping users through account setup, enrollments, deferrals, and distributions.

You will resolve issues end-to-end, design support content, provide feedback to product teams, and coordinate with custodians and plan document providers.

Qualifications

• 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.

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 escape 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

Skills

High-volume customer support

Written communication

Verbal communication

Compliance awareness

Tools

Intercom

Zendesk

Job description

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 escape 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.