Remote Operations Associate - Fintech Support & Impact

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

Job summary

Basic Capital is a fintech company disrupting retirement investing by simplifying 401(k) participation and money movement. We hire a customer-support professional who explains complex retirement concepts with empathy and clarity, guiding users through enrollment, deferrals, beneficiaries, rollovers, and distributions.

You will resolve issues end to end, build self-service content, and collaborate with onboarding, success, and engineering to scale support using AI-powered tools.

Qualifications

• Proven experience in a high-volume customer support or user operations role.
• Exceptional written and verbal communication, with a talent for making complicated financial topics simple.
• 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

High-volume support

Written communication

Verbal communication

Judgment

Intercom

Zendesk

Fintech

HR tech

Early-stage tech

Benefits domain

Tools

Intercom

Zendesk

Job description

Basic Capital is a fintech company disrupting retirement investing by simplifying 401(k) participation and money movement. We hire a customer-support professional who explains complex retirement concepts with empathy and clarity, guiding users through enrollment, deferrals, beneficiaries, rollovers, and distributions.

You will resolve issues end to end, build self-service content, and collaborate with onboarding, success, and engineering to scale support using AI-powered tools.