Operations Associate (User Support)
New
J
JobgetherFintech / Retirement
100% remote position within the United States.Full-TimeMiddle
Salary$55,000–$75,000 annual compensation
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Job Details
- Required Skills
- ZendeskCustomer support
Requirements
- Proven experience in high-volume customer support, customer operations, or user operations.
- Experience supporting customers through both written and phone-based channels.
- Exceptional written and verbal communication skills.
- Ability to explain complex financial concepts clearly.
- Strong judgment and problem-solving abilities.
- Working knowledge of 401(k) plans, retirement accounts, or regulated financial products is preferred.
- Hands-on experience with Intercom, Zendesk, or similar support platforms is advantageous.
- Strong organizational skills and ability to manage multiple issues simultaneously.
- High attention to detail when handling sensitive account information and documentation.
Responsibilities
- Serve as a primary point of contact for participants and plan administrators, responding to questions through Intercom, phone, and other support channels.
- Guide users through account setup, enrollment, contribution changes, beneficiary updates, rollovers, and distributions.
- Explain complex retirement and financial concepts clearly to users.
- Own user issues from initial contact through resolution, escalating to internal teams when necessary.
- Process participant money movements end to end, including withdrawals, outbound rollovers, and loans.
- Build and maintain scalable support resources, including macros, saved replies, help-center content, and AI-enabled support systems.
- Provide prioritized feedback to Product and Engineering teams about user challenges and workflow improvements.
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