Operations Associate (User Support)

Job description

Accountabilities Serve as a primary point of contact for participants and plan administrators, responding to questions through Intercom, phone, and other support channels with speed, accuracy, and empathy. Guide users through account setup, enrollment, contribution or deferral changes, beneficiary updates, rollovers, distributions, and other retirement-account processes. Explain complex retirement and financial concepts clearly and accurately to users who may have limited prior experience with retirement plans. Own user issues from initial contact through resolution, escalating appropriately to onboarding, Customer Success, Engineering, or other teams while maintaining responsibility through closure. Process participant money movements end to end, including withdrawals, outbound rollovers, and loans, while preparing documentation and coordinating required steps. Work directly with external partners such as custodians, rollover providers, plan document providers, and previous recordkeepers to resolve issues that extend beyond internal systems. Build and maintain scalable support resources, including macros, saved replies, help-center content, and AI-enabled support systems. Identify recurring questions and operational friction points, turning them into permanent process or product improvements wherever possible. Provide clear, prioritized feedback to Product and Engineering teams about user challenges, confusing workflows, and opportunities for improvement. Help maintain high support-quality standards across response times, resolution rates, accuracy, and the overall user experience. Use sound judgment to distinguish between routine questions, issues requiring escalation, and situations involving compliance or financial transactions. Contribute across the broader operations function as priorities evolve within a fast-moving, distributed team. Requirements Proven experience in a high-volume customer support, customer operations, or user operations role, with experience supporting customers through both written and phone-based channels. Exceptional written and verbal communication skills, with the ability to make complex financial or technical concepts easy to understand without sacrificing accuracy. Strong judgment and problem-solving abilities, particularly when determining whether to resolve an issue independently or escalate it to the appropriate team. Working knowledge of 401(k) plans, retirement accounts, benefits, or another regulated financial product is preferred. Hands-on experience with Intercom, Zendesk, or similar customer support and service-management platforms is advantageous. Experience in fintech, financial services, benefits, HR technology, or an early-stage technology company is a plus. Strong organizational skills and the ability to manage multiple user issues and operational priorities simultaneously. High attention to detail when handling sensitive account information, documentation, and money-movement processes. Genuine empathy and a customer-first mindset, treating every interaction as an important financial decision rather than simply another support ticket. Comfortable learning new tools and identifying opportunities to use automation and AI to improve efficiency and scale impact. Autonomous, proactive, and accountable, with the ability to operate effectively in a fast-paced environment. Strong collaboration and communication skills, with the ability to work effectively across distributed and cross-functional teams. Curiosity about financial markets and an ability to navigate complex problems with a pragmatic, solutions-oriented approach. Benefits $55,000–$75,000 annual compensation. Equity participation opportunity. 100% remote position within the United States. Opportunity to work in a lean, high-performance environment focused on transforming retirement and financial services. Exposure to fintech, retirement products, financial operations, and emerging AI-powered support technologies. Opportunity to directly influence product, operational, and customer-experience improvements. Significant autonomy and ownership in a growing operations function. Opportunity to work cross-functionally with Product, Engineering, Customer Success, onboarding teams, and external financial partners. Ability to develop expertise in regulated financial products and retirement-account operations. How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1 This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Operations Associate (User Support) based in the United States. This role is at the heart of the user experience, serving as a trusted first point of contact for participants and plan administrators.You’ll help people navigate retirement accounts, from setup and enrollment to beneficiaries, rollovers, distributions, and other account needs.The position combines high-volume customer support with hands-on operational ownership and financial product education.You’ll resolve issues end to end while partnering with Customer Success, Engineering, onboarding teams, and external financial partners when needed.You’ll also help build scalable support systems, including knowledge content, automation, macros, and AI-powered tools.Your feedback will directly influence product improvements by turning recurring user challenges into actionable insights.This is a fully remote opportunity for an autonomous, empathetic, and highly adaptable operator who wants to make complex financial services easier to understand.