---
title: 'Operations Associate (User Support) at Basic Capital'
canonical: 'https://feeny.ai/job/operations-associate-user-support-basic-capital-remote-db5re4t47h7j'
type: 'job'
last_seen: '2026-09-11'
---

# Operations Associate (User Support) at Basic Capital

- **Company:** Basic Capital
- **Location:** Remote
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-08-16
- **Last confirmed live:** 2026-09-11
- **Apply:** https://jobs.ashbyhq.com/basiccapital/f767a07d-f909-4949-9950-509c74f05489

## Job description

## About Basic Capital

Basic 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. Our 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. For more information, visit [Basic Capital's website](https://www.basiccapital.com/).

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

Required Competencies

- 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

## Preferred Competencies

- 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

## About Basic Capital

## Company Overview
- **One-liner**: Basic Capital provides a modern, technology-driven 401(k) platform that uses leverage, private credit, and a "Retirement Mortgage" to give employees more investing power.
- **Entity Type**: Private (Post-Series A)
- **Headquarters**: New York, New York, United States
- **Founded**: 2021
- **Founders**: Abdul Al-Asaad (CEO), Anjan Karanam (CTO)

## Core Business
- **Primary industry**: Financial Services (Fintech, Retirement & Wealth Management)
- **Target customers**: B2B (Employers seeking a high-quality retirement plan for their workforce) and B2C (Employees saving for retirement).
- **Mission or purpose statement**: To build a modern 401(k) that gives employees more capital to invest and build wealth, moving beyond traditional savings plans.

## Products & Services
- **Basic Capital 401(k) Platform**: A fully bundled or modular SaaS platform that handles recordkeeping, administration, and optional advisory (3(21) or 3(38)). Differentiators include real-time compliance testing, a mobile-first interface, and open architecture with 6,000+ investment options.
- **Retirement Mortgage**: A proprietary feature allowing employees to access long-term financing within their 401(k) to increase their investing power (e.g., invest up to 100% in S&P 500) with no margin calls or personal recourse. The cost of financing varies.
- **Mega Backdoor Roth**: The platform automatically maximizes employee contributions through after-tax dollars, pushing the annual deferral limit up to $72,000.
- **Compliance Monitoring**: Real-time tracking and agent-assisted compliance solutions to help fast-growing companies avoid failing annual tests.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed.
- **Key Metric**: Total Funding: $25 Million (Series A, closed August 2025).
- **Notable Investors/Partners**: Lux Capital and Forerunner (co-led Series A); Bill Ackman (first investor in 2021).
- **Growth Signals**:
    - **Headcount Growth**: +7.5% monthly employee growth. Currently 22 employees.
    - **Recent Funding**: $25M Series A in August 2025, signaling strong investor confidence in their audacious model.
    - **Press Coverage**: Featured in Bloomberg for their unique use of leverage and private credit in retirement plans.
    - **High Engagement**: 80% of issues resolved within 24 hours; average response time of 25 minutes.

## Competitive Advantages
- **First-of-its-kind leverage**: Pioneered the "Retirement Mortgage," allowing employees to use financing for long-term investing, a feature unheard of in traditional 401(k) plans.
- **High-touch, fast support**: Average response time of 25 minutes and 80% issue resolution within 24 hours, far exceeding industry norms.
- **Real-time compliance**: Proactive, data-driven compliance testing prevents plan failure for high-growth companies.
- **Full architectural freedom**: Open architecture with 6,000+ options plus a brokerage window, combined with a mobile-first user experience designed for modern employees.
- **Product-led growth**: A slick, user-centric product designed to drive adoption without requiring a large sales force.

## Strategic Focus
- **Scaling the platform**: With the $25M Series A, Basic Capital is focused on hiring and expanding its employer base, particularly among fast-growing companies.
- **Continued innovation**: Further development of the Retirement Mortgage and private investment options to differentiate from legacy providers.
- **Building an elite team**: The company culture is explicitly designed to attract "builders" and "high-agency" individuals, emphasizing shipping products and solving hard problems.

## Why Work Here
- **Culture**: High-agency, builder-oriented, and mission-driven. The team operates with a "player-coach" model and no middle management. Core values include "Iterate to greatness," "Real artists ship," and "Stewardship."
- **Work Model**: Primarily in-office based in New York City (HQ) with a strong emphasis on in-person collaboration (likely 5 days/week given the culture).
- **Engineering Culture**: Technical team uses Java, Ruby, TypeScript, Kotlin, Python, and React. CTO Anjan Karanam is hands-on. The company describes itself as "elite problem solvers" focused on important problems.
- **Growth**: High employee growth rate suggests rapid expansion and early-career impact opportunities. The team is currently small (~22 people), so every role has outsized impact.
- **Perks & Benefits**: A top-tier 401(k) plan (Mega Backdoor Roth, Leverage) that employees can actually use; fast operational support; and a sense of building something radically new in a staid industry.

## Sources
1. [Basic Capital Website](https://basiccapital.com/)
2. [Basic Capital Careers Page](https://basiccapital.com/careers)
3. [Basic Capital LinkedIn](https://www.linkedin.com/company/basic-capital)
4. [Bloomberg - 401(k) Investing: Basic Capital Brings Leverage, Private Credit to Savers](https://www.bloomberg.com/news/articles/2025-05-12/401-k-investing-basic-capital-brings-leverage-private-credit-to-savers)
5. [Crunchbase (via LinkedIn) - Basic Capital Profile](https://www.linkedin.com/company/basic-capital)
6. [Business Wire - Basic Capital Closes $25 Million Series A](https://www.businesswire.com/news/home/20250818005007/en/Basic-Capital-Closes-25-Million-Series-A-Funding-Round-Led-by-Forerunner-and-Lux-Capital)

## Other roles at Basic Capital

- [Forward Deployed Engineer](https://feeny.ai/job/forward-deployed-engineer-basic-capital-new-york-c6dsjzt9pnsy) — New York, NY
- [Integration & Operations Technology Specialist](https://feeny.ai/job/integration-operations-technology-specialist-basic-capital-new-york-1t5xy6t0q2n6) — New York, NY
- [Senior Operations Associate (Onboardings)](https://feeny.ai/job/senior-operations-associate-onboardings-basic-capital-new-york-v157kp17an2x) — New York, NY
- [Senior Operations Associate (CS)](https://feeny.ai/job/senior-operations-associate-cs-basic-capital-new-york-4ebp2d28h8xq) — New York, NY
- [Lead Retirement Plan Specialist](https://feeny.ai/job/lead-retirement-plan-specialist-basic-capital-new-york-w29bk947hf0f) — New York, NY
- [Account Executive](https://feeny.ai/job/account-executive-basic-capital-new-york-nhspydkvf2ew) — New York, NY
- [Chief of Staff](https://feeny.ai/job/chief-of-staff-basic-capital-new-york-3ky2dqy6d1ay) — New York, NY
- [GTM Engineer](https://feeny.ai/job/gtm-engineer-basic-capital-new-york-qcpds94zm26f) — New York, NY
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