Customer Support Representative

Pontera is a fintech company on a mission to help people retire better. Our software platform enables retirement savers to get the help they need managing their 401(k) and other retirement plan accounts as part of a personalized strategy by their trusted financial advisor.

Pontera is used by financial advisors across the nation– from SMB to Fortune 500 RIA firms, independent broker-dealers, plan custodians, and plan advisors.

Backed by leading venture capital firms including ICONIQ Growth and Lightspeed Venture Partners, Pontera is built by talented individuals who share a dedication to helping people retire with greater security.

Our team is fast-growing and driven to become one of the largest fintech companies in the world. Our culture is built on a people-first principle: in a complex and numbers-driven industry, we never lose sight of the people we serve and work alongside. That’s where you come in.

DESCRIPTION

We’re looking for a thoughtful, resourceful, and customer-centric Customer Support Representative to join our NYC-based team. This role is ideal for someone who thrives in problem solving, communicates with clarity and empathy, and is comfortable navigating ambiguity to find the right answer.

As a CSR at Pontera, you’ll serve as a trusted partner to our clients — guiding them through questions, troubleshooting issues, and ensuring they feel heard, supported, and confident in our platform. You won’t always have an immediate answer — but you’ll know how to investigate, collaborate, and follow through until you do.

This is an opportunity to make a meaningful impact within a growing and evolving company where operational excellence and customer experience are central to our success.

RESPONSIBILITIES

• Provide software support and troubleshoot technical issues with accuracy and care
• Respond to client questions in a clear, thorough, and timely manner
• Investigate issues and determine next steps when solutions are not immediately obvious
• Escalate complex technical matters to appropriate internal teams, providing full context and documentation
• Communicate and solve issues with customers and cross functional teams by phone, email, video chat
• Identify patterns or recurring themes clients are experiencing
• Support team initiatives and projects that enhance the customer experience

REQUIREMENTS

• Strong problem-solving skills and intellectual curiosity
• Ability to stay composed and confident even when you don’t immediately know the answer
• Sound judgment and intuition when communicating with clients
• Excellent written and verbal communication skills
• Empathy and professionalism in client interactions
• Experience with Zendesk a plus
• Detail-oriented with strong organizational skills
• Comfortable collaborating across teams
• Experience in customer support, client service, or a related field preferred

WHAT WE OFFER

• Compensation : Base $60,000; OTE $77,649
• Opportunity : Have a major impact at a fast-growing startup that is revolutionizing the FinTech industry
• Team Culture : A collegial, collaborative, fun work environment with frequent team events
• Equity : All new hires are eligible for equity grant participation
• Healthcare : Comprehensive & affordable insurance benefits with a variety of plan options
• Retirement : 401(k) with employer match & employer-sponsored access to a retirement advisor
• Family Benefits : Paid parental leave & reimbursement program for family planning services (such as fertility treatments, adoption, or surrogacy
• Professional Development : Sponsored learning & development program (to cover classes, certifications, and more!)
• Food Perks : Fully stocked kitchen & lunch reimbursement program
• Work Flexibility : A hybrid office work model (In-Office Tues/Weds/Thurs and WFH Mon/Fri) & generous PTO day