Remote Fintech Operations Associate – Customer Support

Basic Capital Group; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

Basic Capital is a fintech company disrupting America's retirement industry and is hiring a remote-friendly Customer Support Specialist in the United States. You will be the first point of contact for participants and plan admins, guiding them through account setup, deferrals, rollovers, and distributions while explaining how 401(k) works.

You will resolve issues end-to-end, escalating when needed, and contribute to building self-serve content and AI-powered support systems to scale the team.

Qualifications

• 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 elevate, and when a question is really a compliance or money-movement issue

Responsibilities

• 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

Skills

Customer support

Written communication

Verbal communication

Compliance awareness

Tools

Intercom

Zendesk

Job description

Basic Capital is a fintech company disrupting America's retirement industry and is hiring a remote-friendly Customer Support Specialist in the United States. You will be the first point of contact for participants and plan admins, guiding them through account setup, deferrals, rollovers, and distributions while explaining how 401(k) works.

You will resolve issues end-to-end, escalating when needed, and contribute to building self-serve content and AI-powered support systems to scale the team.