{"id":697888,"url":"https://alion.io/job/basiccapital-operations-associate-user-support","title":"Operations Associate (User Support)","company":{"id":669081,"name":"Basic Capital","domain":"basiccapital.com","url":"https://alion.io/company/basiccapital","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"C","score":59,"open_postings":16,"ghost_share":0.688,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-09-28T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":55000,"max":75000,"currency":"USD","period":"year","gross":null,"usd_annual":75000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Intercom","optional":false},{"name":"Stripe","optional":false}],"status":"live","first_seen_at":"2026-08-16T21:25:35Z","employer_posted_date":"2026-08-16","last_verified_at":"2026-09-28T13:16:54Z","board_verified":true,"closed_at":null,"days_open":43,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":42},"description":"About Basic Capital\nBasic Capital is a fintech company disrupting America's $1T retirement industry by building the mortgage for retirement, unlocking market ownership, and making wealth accessible to every American. Our mission is to create products, platforms, and a credit marketplace that power a fundamentally new retirement system.\nOur founding team includes leaders from Goldman Sachs, Uber, Block, Stripe, and Robinhood. We're backed by top investors such as Lux Capital, Forerunner Ventures, BoxGroup, SVAngel, Inspired Capital, and Henry Kravis. Based in Tribeca, NYC, we're assembling a lean, high-performance team committed to reducing wealth inequality. This role is fully remote within the United States.\nFor more information, visit Basic Capital's website.\nYou will\nBe the first person participants and plan administrators talk to, answering questions over Intercom and phone with speed, accuracy, and genuine care\n\nGuide 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\n\nResolve 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\n\nDesign and build the macros, help center content, saved replies, and AI-powered support systems that let one person resolve the volume of many\n\nTurn recurring questions into permanent fixes, feeding clear, prioritized signal to product and engineering about what confuses users and why\n\nOwn the quality bar for support, including response times, resolution rates, and the tone that makes a retirement account feel approachable rather than intimidating\n\nProcess 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\n\nWork directly with external partners such as custodians, rollover facilitators, plan document providers, and prior recordkeepers to resolve issues that live outside our own systems\n\nRequired Competencies\nProven experience in a high-volume customer support or user operations role, handling both written and phone channels\n\nExceptional written and verbal communication, with a talent for making complicated financial topics simple without being condescending or imprecise\n\nSound judgment on when to answer, when to escalate, and when a question is really a compliance or money-movement issue\n\nPreferred Competencies\nWorking knowledge of 401(k) plans, retirement accounts, or another regulated financial product\n\nHands-on experience with Intercom, Zendesk, or similar support platforms\n\nExperience in fintech, benefits, HR technology, or early-stage technology companies\n\nCultural Fit\nPassionate about solving big social problems with pragmatic solutions\n\nAptitude for complexity and curiosity for financial markets\n\nBelieves in building leverage, using AI and automation to scale impact as the company grows rather than defaulting to headcount\n\nGenuinely enjoys helping people, and treats every conversation as someone's retirement rather than a ticket\n\nEnjoys learning new tools and selecting the right one for each job\n\nAdaptable and open to contributing across the operation as the team evolves\n\nAutonomous, high agency, accountable, and thrives in a fast-paced environment\n\nStrong collaboration and communication skills, working effectively with a distributed, cross-functional team","description_format":"text","description_chars":3544,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-09-11T02:21:34Z"}],"liveness":{"score":21,"band":"cold","label":"Long shot","p_open":1,"p_active":0.382,"p_room":0.55,"age_days":42,"expected_fill_days":30,"reasons":["conf:1","stale_co","win:tail"],"computed_at":"2026-09-28T05:45:00Z"},"pay":{"stated_usd_annual":75000,"is_top_pay":false},"html_url":"https://alion.io/job/basiccapital-operations-associate-user-support","json_url":"https://alion.io/job/basiccapital-operations-associate-user-support.json","meta":{"generated_at":"2026-09-28T23:09:53Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":724,"day_limit":5000,"remaining_today":4276,"minute_limit":60,"resets_at":"2026-09-29T00:00:00Z"}}}