Tenant Support Manager

Role:
Tenant Support Manager

Job Type: Full-time

Pay:
Salary

Location:

United States (Remote/Hybrid)

Reports to:

Head of Enterprise Platforms

The Tenant Support Manager (TSM) is a specialized support role within 401GO's Enterprise Platform team, focused exclusively platform tenants. This role serves as the primary operational support contact for the enterprise customer team, resolving platform-level issues, guiding compliance workflows, and ensuring the administrative application functions accurately across complex, high-volume partner environments. The TSM requires a blend of 401(k) compliance knowledge, strong customer service instincts, and deep fluency with the 401GO administrative platform.

Partners and their plan sponsors depend on fast, accurate support — this role makes that possible.

• Serve as the primary support resource for the Enterprise Platform team on plan-level and platform-related inquiries across partner tenants.
• Respond to support tickets and escalations within defined SLAs, providing clear, accurate, and actionable guidance tailored to enterprise partner workflows.
• Work directly with partner tenant contacts and internal team members to resolve contribution errors, eligibility issues, distribution requests, and data discrepancies.
• Maintain a professional, partner-aware tone — understanding the reputational weight of enterprise relationships and communicating accordingly.

• Provide guidance on plan document provisions, eligibility and vesting rules, contribution limits, and corrective action requirements across enterprise tenant plans.
• Support compliance workflows including ADP/ACP testing, top-heavy testing, and Form 5500 coordination for high-volume partner portfolios.
• Identify and elevate potential ERISA or plan document violations to the appropriate compliance contacts with clear documentation.
• Monitor and communicate relevant regulatory updates (SECURE 2.0, IRS/DOL guidance) to the enterprise team as they impact partner plan operations.
• Assist with corrective distributions, loan defaults, and QNEC/QMAC calculations as needed within the enterprise tenant context.

• Serve as a platform power user for the 401GO administrative application within the enterprise partner environment.
• Troubleshoot platform issues specific to partnerl integrations — including contribution feed errors, eligibility sync problems, and data mapping discrepancies between partner systems and 401GO.
• Document recurring issues and elevate product bugs to the product and engineering teams with clear reproduction steps and partner impact context.
• Build and maintain internal SOPs, job aids, and quick-reference guides for enterprise platform workflows.
• Participate in UAT for new features or integration updates affecting enterprise tenants, providing feedback from an operational support perspective.

• Track support volume, resolution times, and issue patterns across the enterprise tenant portfolio; surface trends to leadership.
• Contribute to continuous improvement of escalation paths, support workflows, and knowledge resources specific to enterprise operations.
• Partner cross-functionally with product, engineering, compliance, and the broader customer experience team on initiatives that touch enterprise tenants.

What You Bring:

• 3+ years of experience in 401(k) plan administration, recordkeeping, or retirement plan compliance.
• Working knowledge of ERISA, IRS qualified plan rules, and common compliance testing (ADP/ACP, top-heavy, 415 limits).
• Experience supporting internal teams or external partners in a customer-facing or operational support capacity.
• Ability to translate complex compliance concepts clearly for non-technical audiences, including partner contacts and plan sponsor representatives.
• Proficiency with SaaS-based plan administration or recordkeeping platforms; comfortable learning proprietary tools.
• Strong written communication skills — clear, concise, and professional across tickets, email, and documentation.
• High attention to detail with the ability to manage multiple open…