Operations Associate (User Support)

Job description

ABOUT BASIC CAPITAL Basic Capital is a fintech company disrupting America's $1T retirement industry by building the mortgage for retirement, unlocking market ownership, and making wealth accessible to every American. Our mission is to create products, platforms, and a credit marketplace that power a fundamentally new retirement system. Our founding team includes leaders from Goldman Sachs, Uber, Block, Stripe, and Robinhood. We're backed by top investors such as Lux Capital, Forerunner Ventures, BoxGroup, SVAngel, Inspired Capital, and Henry Kravis. Based in Tribeca, NYC, we're assembling a lean, high-performance team committed to reducing wealth inequality. This role is fully remote within the United States. For more information, visit Basic Capital's website https://www.basiccapital.com/. YOU WILL - 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 REQUIRED COMPETENCIES - 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 escalate, and when a question is really a compliance or money-movement issue PREFERRED COMPETENCIES - Working knowledge of 401(k) plans, retirement accounts, or another regulated financial product - Hands-on experience with Intercom, Zendesk, or similar support platforms - Experience in fintech, benefits, HR technology, or early-stage technology companies CULTURAL FIT - Passionate about solving big social problems with pragmatic solutions - Aptitude for complexity and curiosity for financial markets - Believes in building leverage, using AI and automation to scale impact as the company grows rather than defaulting to headcount - Genuinely enjoys helping people, and treats every conversation as someone's retirement rather than a ticket - Enjoys learning new tools and selecting the right one for each job - Adaptable and open to contributing across the operation as the team evolves - Autonomous, high agency, accountable, and thrives in a fast-paced environment - Strong collaboration and communication skills, working effectively with a distributed, cross-functional team