Operations Associate, User Support

Capital Group

Operations Associate supporting participants and plan administrators for Basic Capital, a fintech company modernizing retirement wealth access. Handling 401(k) support, money movement, partner coordination, and AI-enabled support operations.

Posted 8/17/2026full-timeNew York City • New York • 🇺🇸 United StatesJuniorMid-Level💰 $55,000 - $75,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

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.

Highest-signal resume keywords

Customer Support Experience401(k) Plan KnowledgeIntercom ProficiencyExceptional Communication SkillsProblem Resolution Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Account SetupEnrollment GuidanceDeferral ChangesWithdrawals ProcessingLoan ProcessingTransaction TrackingCompliance Issue IdentificationFinancial Topic Explanation

Soft Skills

Sound JudgmentWritten CommunicationVerbal Communication

Tools & Technologies

IntercomZendeskAI-Powered Support Systems

Industry Keywords

FintechBenefitsHR TechnologyRegulated Financial Products

About the role

Key responsibilities & impact

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 escalate 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

Requirements

What you’ll need

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, escalate, 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

Benefits

Comp & perks

Equity
Fully remote work within the United States
Opportunity to use AI and automation to scale impact
Opportunity to contribute across the operation as the team evolves