Saas Customer Support Remote Jobs in Utah (NOW HIRING)

• Serve as the primary support resource for the Enterprise Platform team on plan-level and platform-related inquiries across partner tenants.
• Respond to support tickets and escalations within defined SLAs, providing clear, accurate, and actionable guidance tailored to enterprise partner workflows.
• Work directly with partner tenant contacts and internal team members to resolve contribution errors, eligibility issues, distribution requests, and data discrepancies.
• Maintain a professional, partner-aware tone — understanding the reputational weight of enterprise relationships and communicating accordingly.

• Provide guidance on plan document provisions, eligibility and vesting rules, contribution limits, and corrective action requirements across enterprise tenant plans.
• Support compliance workflows including ADP/ACP testing, top-heavy testing, and Form 5500 coordination for high-volume partner portfolios.
• Identify and escalate potential ERISA or plan document violations to the appropriate compliance contacts with clear documentation.
• Monitor and communicate relevant regulatory updates (SECURE 2.0, IRS/DOL guidance) to the enterprise team as they impact partner plan operations.
• Assist with corrective distributions, loan defaults, and QNEC/QMAC calculations as needed within the enterprise tenant context.

• Serve as a platform power user for the 401GO administrative application within the enterprise partner environment.
• Troubleshoot platform issues specific to partnerl integrations — including contribution feed errors, eligibility sync problems, and data mapping discrepancies between partner systems and 401GO.
• Document recurring issues and escalate product bugs to the product and engineering teams with clear reproduction steps and partner impact context.
• Build and maintain internal SOPs, job aids, and quick-reference guides for enterprise platform workflows.
• Participate in UAT for new features or integration updates affecting enterprise tenants, providing feedback from an operational support perspective.

• Track support volume, resolution times, and issue patterns across the enterprise tenant portfolio; surface trends to leadership.
• Contribute to continuous improvement of escalation paths, support workflows, and knowledge resources specific to enterprise operations.
• Partner cross-functionally with product, engineering, compliance, and the broader customer experience team on initiatives that touch enterprise tenants.

• 3+ years of experience in 401(k) plan administration, recordkeeping, or retirement plan compliance.
• Working knowledge of ERISA, IRS qualified plan rules, and common compliance testing (ADP/ACP, top-heavy, 415 limits).
• Experience supporting internal teams or external partners in a customer-facing or operational support capacity.
• Ability to translate complex compliance concepts clearly for non-technical audiences, including partner contacts and plan sponsor representatives.
• Proficiency with SaaS-based plan administration or recordkeeping platforms; comfortable learning proprietary tools.
• Strong written communication skills — clear, concise, and professional across tickets, email, and documentation.
• High attention to detail with the ability to manage multiple open cases and competing priorities without losing accuracy.

• Direct experience with HCM or payroll platform integrations — particularly iSolved, ADP, Gusto, or Rippling — and how data flows between those systems and a recordkeeper.
• Prior work at a TPA, recordkeeper, or retirement fintech serving small-to-mid-size or enterprise-tier plans.
• QPA, QKA, or TGPC designation (or active pursuit).
• Experience with ticketing and workflow tools such as ClickUp, HubSpot Service Hub, or similar.
• Familiarity with SECURE 2.0 provisions including automatic enrollment mandates, long-term part-time rules, and updated catch-up contribution requirements.

• Enterprise partner teams experience fast, accurate resolution of platform and compliance questions — escalations decrease as the TSM builds institutional knowledge.
• HCM/payroll integration issues are identified, documented, and resolved in partnership with product and engineering before they impact partner plans at scale.
• Compliance workflows (testing season, Form 5500, year-end processes) run smoothly across the enterprise tenant portfolio.
• Internal SOPs and platform guides are current, accurate, and actively used by the enterprise customer team.
• Partner relationships remain strong because the operational layer behind them is reliable.

• A standout 401(k) plan (naturally!).
• Generous stock options—share in our growth and success.
• Flexible work environment—choose where you’re most productive.
• Excellent benefits, including medical, dental, and vision.
• Flexible hours—because great work doesn’t always happen 9–5.
• Plenty of PTO—we value work-life balance.
• A fully stocked kitchen when you’re in the office.

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