<p>Role: Implementation Support</p> <p>Location: (Hybrid)</p> <p>Reports To: Director of Implementation</p> <p>Job Type: Full Time</p> <p>The Implementation Support plays a key role in ensuring a smooth and successful onboarding experience for new 401GO clients. In this role, you will assist with data collection and validation, and provide clear, timely communication to ensure all requirements are met. You'll partner closely with our Implementation, Operations, and Client Success teams to resolve issues, answer questions, and keep each onboarding project on track.</p> <p>This position is ideal for someone who is detail-oriented, customer-focused, and comfortable managing multiple tasks in a fast-paced fintech environment. Your work will directly contribute to delivering an exceptional client experience and setting each new plan up for long-term success.</p> <p>What You'll Be Doing:</p> <ul> <li>Provide timely, professional responses to client emails and inquiries throughout the onboarding process, ensuring no backlogs in shared group inboxes. </li><li>Work collaboratively with internal teams to resolve client questions and issues quickly. </li><li>Inbox and workflow queues maintained with minimal backlog. </li><li>Accurate and efficient processing of plan documentation. </li><li>Progression through tier levels as skills and responsibilities grow. </li></ul> <p>System & Data Management</p> <ul> <li>Utilize the 401GO App to support plan setup, track implementation stages, and verify client data. </li><li>Enter, update, and manage client information within HubSpot, ensuring CRM accuracy and consistency. </li><li>Work within Matrix (Tier 3 / Leads) to monitor onboarding tasks, validate data, and track outstanding requirements. </li><li>Maintain documentation and provide system updates to support internal reporting and visibility. </li></ul> <p>Tier 1 (First 2-3 Months)</p> <ul> <li>Confirm onboarding timelines with clients. </li><li>Manage deconversion forms. </li><li>Support the inbox and respond to incoming client calls. </li><li>Assign tickets and update ticket properties. </li><li>Save final files for plans. </li><li>Complete all Tier 1 Training requirements. </li></ul> <p>Tier 2</p> <ul> <li>Retrieve compliance files as needed. </li><li>Handle complex conversion questions. </li><li>Participate in client meetings when required. </li><li>Complete Tier 2 Training requirements. </li></ul> <p>Tier 3 </p> <ul> <li>Shadow Implementation Specialists and support higher-level client tasks. </li><li>Assist with loan files. </li><li>Assist in document reviews. </li><li>Assist with training new employees entering Tier 1 or Tier 2. </li><li>Complete Tier 3 Training requirements. </li></ul> <p>Team Lead (Internal Leadership Path)</p> <ul> <li>Trainer for new hires and existing team members. </li><li>Assist with process documentation and continuous improvements. </li><li>Lead and organize alignment meetings. </li><li>Help build monthly team goals. </li><li>Lead daily team huddles. </li></ul> <p>What You Bring:</p> <ul> <li>1-3 years of experience in customer support, onboarding, implementation, financial services, or related fields. </li><li>Experience in FinTech, HRIS, payroll systems, or retirement services is a plus. </li><li>Strong written communication and organizational skills. </li><li>Ability to manage competing priorities and work with urgency and accuracy. </li><li>Comfortable working in multiple technology platforms and learning new systems quickly. </li><li>High attention to detail and strong follow-through. </li><li></li></ul> <p>Why 401GO?</p> <p>At 401GO, we're not just changing retirement-we're reinventing it. As a fast-growing fintech start-up, we've built the world's most advanced, fully automated retirement platform to help hard-working Americans take control of their future. Here, innovation moves fast, ideas matter, and your work makes a real impact. You'll enjoy a collaborative and supportive environment where great people do their best work together, backed by competitive compensation, excellent benefits, and plenty of opportunities for professional growth. If you're ready to challenge the status quo and be part of something big, 401GO is the place to grow your career.</p> <p>What We Offer</p> <ul> <li>A standout 401(k) plan (naturally!). </li><li>Generous stock options-share in our growth and success. </li><li>Flexible work environment-choose where you're most productive. </li><li>Excellent benefits, including medical, dental, and vision. </li><li>Flexible hours-because great work doesn't always happen 9-5. </li><li>Plenty of PTO-we value work-life balance. </li><li>A fully stocked kitchen when you're in the office. </li></ul> <p>At 401GO, we invest in our people just as much as we invest in helping Americans secure their financial future.</p> <p>We are proud to be an Equal Opportunity Employer. We support a working environment that provides qualified employees and applicants with equal employment opportunity on a non-discriminatory basis without regard to race, color, creed, age, religion, gender (including pregnancy, gender identification and/or gender nonconformity) sexual orientation, marital status, national origin, ancestry, ethnicity, genetic information, physical or mental disability, citizenship, past, current or prospective service in the uniformed services or any other basis prohibited by federal, state, or local law.</p>