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

Pontera is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.