Operations Associate, User Support

Jobtailor; New York (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

Jobtailor in New York seeks a customer support professional specializing in fintech and retirement plans. You will be the first point of contact via Intercom and phone, guiding participants through enrollment, deferrals, beneficiaries, rollovers, and distributions.

You will explain 401(k) plans to users, resolve issues end to end, and contribute to product and engineering improvements by reporting recurring questions and feedback. Office in SoHo, NY, 4+ days per week.

Qualifications

• Proven experience in a high-volume customer support or user operations role.
• Experience handling written and phone support channels.
• Exceptional written and verbal communication.
• Ability to explain complicated financial topics simply and precisely.
• Sound judgment about when to answer, expedite, or identify compliance and money-movement issues.
• Working knowledge of 401(k) plans, retirement accounts, or another regulated financial product preferred.
• Hands-on experience with Intercom, Zendesk, or similar support platforms preferred.
• Experience in fintech, benefits, HR technology, or early-stage technology companies preferred.
• Ability to work from the SoHo, NY office 4+ days per week, as asked in the application.

Responsibilities

• Serve as the first point of contact for participants and plan administrators via Intercom and phone
• Guide participants through account setup, enrollment, deferral changes, beneficiaries, rollovers, and distributions
• Explain 401(k) plans to users unfamiliar with them
• Resolve issues end to end and escape to Onboardings, Customer Success, or Engineering when appropriate
• Design and build macros, help center content, saved replies, and AI-powered support systems
• Turn recurring questions into permanent product and engineering fixes
• Provide prioritized feedback to product and engineering about user confusion
• Own support quality metrics, including response times, resolution rates, and communication tone
• Process withdrawals, outbound rollovers, and loans end to end
• Prepare paperwork, coordinate with custodial and vendor partners, and track transactions until funds settle
• Work with custodians, rollover facilitators, plan document providers, and prior recordkeepers to resolve external issues

Skills

Customer support

Written communication

Verbal communication

Problem solving

Explain financial topics clearly

Intercom proficiency

Tools

Intercom

Zendesk

AI-powered support systems

Job description

• Serve as the first point of contact for participants and plan administrators via Intercom and phone


• Guide participants through account setup, enrollment, deferral changes, beneficiaries, rollovers, and distributions


• Explain 401(k) plans to users unfamiliar with them


• Resolve issues end to end and escape to Onboardings, Customer Success, or Engineering when appropriate


• Design and build macros, help center content, saved replies, and AI-powered support systems


• Turn recurring questions into permanent product and engineering fixes


• Provide prioritized feedback to product and engineering about user confusion


• Own support quality metrics, including response times, resolution rates, and communication tone


• Process withdrawals, outbound rollovers, and loans end to end


• Prepare paperwork, coordinate with custodial and vendor partners, and track transactions until funds settle


• Work with custodians, rollover facilitators, plan document providers, and prior recordkeepers to resolve external issues

Requirements

• Proven experience in a high-volume customer support or user operations role


• Experience handling written and phone support channels


• Exceptional written and verbal communication


• Ability to explain complicated financial topics simply and precisely


• Sound judgment about when to answer, expedite, or identify compliance and money-movement issues


• Working knowledge of 401(k) plans, retirement accounts, or another regulated financial product preferred


• Hands-on experience with Intercom, Zendesk, or similar support platforms preferred


• Experience in fintech, benefits, HR technology, or early-stage technology companies preferred


• Ability to work from the SoHo, NY office 4+ days per week, as asked in the application

Demonstrates expertise in customer support for financial products, particularly 401(k) plans, with a focus on effective communication and problem resolution. Proficient in utilizing support platforms like Intercom and Zendesk to enhance user experience and streamline operations.

Highest-signal resume keywords

• Customer Support Experience


• 401(k) Plan Knowledge


• Intercom Proficiency


• Exceptional Communication Skills


• Problem Resolution Skills

ATS Optimization Keywords

Hard Skills

• Account Setup


• Enrollment Guidance


• Deferral Changes


• Withdrawals Processing


• Loan Processing


• Transaction Tracking


• Compliance Issue Identification


• Financial Topic Explanation

Soft Skills

• Sound Judgment


• Written Communication


• Verbal Communication

Industry Keywords

• Fintech


• Benefits


• HR Technology


• Regulated Financial Products

Tools & Technologies

• Intercom


• Zendesk


• AI-Powered Support Systems