[Hiring] Operations Associate @Basic Capital

Role Description

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.

Qualifications

• 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.

Requirements

• 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.