Tenant Support Manager

Job Description

Job Description

Role: Tenant Support Manager

Job Type: Full-time
Pay: Salary

Location: United States (Remote/Hybrid)

Reports to: Head of Enterprise Platforms

The Tenant Support Manager (TSM) is a specialized support role within 401GO's Enterprise Platform team, focused exclusively platform tenants. This role serves as the primary operational support contact for the enterprise customer team, resolving platform-level issues, guiding compliance workflows, and ensuring the administrative application functions accurately across complex, high-volume partner environments.

The TSM requires a blend of 401(k) compliance knowledge, strong customer service instincts, and deep fluency with the 401GO administrative platform. Partners and their plan sponsors depend on fast, accurate support — this role makes that possible.

What You’ll Be Doing:

Enterprise Partner & Internal Team Support

• 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.

401(k) Compliance Support

• 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.

Administrative Platform Support

• 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.

Process & Quality

• 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.

What You Bring:

Required

• 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.

Preferred

• 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.

What Success Looks Like

• 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.

Why 401GO?

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.

What We Offer

• 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.

At 401GO, we invest in our people just as much as we invest in helping Americans secure their financial future.

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.

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