Operations Associate, User Support

• 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

• 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.

• Customer Support Experience
• 401(k) Plan Knowledge
• Intercom Proficiency
• Exceptional Communication Skills
• Problem Resolution Skills

• Account Setup
• Enrollment Guidance
• Deferral Changes
• Withdrawals Processing
• Loan Processing
• Transaction Tracking
• Compliance Issue Identification
• Financial Topic Explanation

• Sound Judgment
• Written Communication
• Verbal Communication

• Fintech
• Benefits
• HR Technology
• Regulated Financial Products

• Intercom
• Zendesk
• AI-Powered Support Systems