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Basic Capital is a fintech company building retirement solutions to unlock market ownership and make wealth accessible to all Americans. The founding team includes leaders from Goldman Sachs, Uber, Block, Stripe, and Robinhood, backed by top-tier investors including Lux Capital and Forerunner Ventures.
As Operations Associate for User Support, you will be the first point of contact for plan participants and administrators, handling inquiries via Intercom and phone with speed and care. You'll guide users through account setup, enrollment, deferral changes, beneficiaries, rollovers, and distributions—often explaining 401(k) fundamentals to first-time account holders. You'll resolve issues end-to-end, escalating appropriately to Onboarding, Customer Success, or Engineering teams while owning resolution until closure.
Beyond reactive support, you'll design and build support infrastructure: macros, help center content, saved replies, and AI-powered systems that multiply one person's impact across high volume. You'll identify recurring questions and translate them into permanent product fixes, feeding prioritized signal to engineering about user confusion points.
You'll own the quality bar for support—response times, resolution rates, and tone—making retirement accounts feel approachable rather than intimidating. You'll also process participant money movement end-to-end: withdrawals, outbound rollovers, loans, and paperwork coordination with custodians, rollover facilitators, and prior recordkeepers.
Required: proven high-volume customer support or user operations experience (written and phone channels), exceptional communication skills (ability to simplify complex financial topics), and sound judgment on escalation and compliance issues.
Preferred: 401(k) or regulated financial product knowledge, hands-on Intercom/Zendesk experience, fintech or early-stage tech background.
Cultural fit: passionate about solving social problems pragmatically, comfortable with complexity, committed to building leverage through AI and automation rather than headcount, genuinely enjoys helping people, autonomous and high-agency, thrives in fast-paced distributed teams.
