User Support Operations Associate

Job Summary

To support a growing fintech company, the full-time User Support Operations Associate will manage participant inquiries, guide users through account processes, and resolve issues while working remotely.

Key responsibilities

• Respond to participant and plan administrator inquiries via Intercom and phone, ensuring accurate and timely assistance
• Guide users through account setup, enrollment, and financial processes, simplifying complex topics related to 401(k) plans
• Design support systems and content, addressing recurring questions and maintaining high-quality support standards

Required qualifications

• Proven experience in a high-volume customer support or user operations role
• Exceptional written and verbal communication skills, particularly in simplifying complex financial topics
• Sound judgment in handling inquiries, escalations, and compliance issues
• Working knowledge of 401(k) plans or similar regulated financial products
• Experience with support platforms such as Intercom or Zendesk