Customer Support Representative
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.
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
- Detail-oriented with strong organizational skills
- Comfortable collaborating across teams
- Experience in customer support, client service, or a related field preferred
- Bachelor’s degree or equivalent experience
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
- Retailment: 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
About the Role
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.
Qualifications
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
Detail-oriented with strong organizational skills
Comfortable collaborating across teams
Experience in customer support, client service, or a related field preferred
Bachelor’s degree or equivalent experience
Skills
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
Detail-oriented with strong organizational skills
Comfortable collaborating across teams
Experience in customer support, client service, or a related field preferred
Bachelor’s degree or equivalent experience
Benefits
- Comprehensive & affordable insurance benefits with a variety of plan options
- 401(k) with employer match & employer-sponsored access to a retirement advisor
- Paid parental leave & reimbursement program for family planning services (such as fertility treatments, adoption, or surrogacy)
- Sponsored learning & development program (to cover classes, certifications, and more!)
- Fully stocked kitchen & lunch reimbursement program
- A hybrid office work model (In-Office Tues/Weds/Thurs and WFH Mon/Fri) & generous PTO day
Pay
Base $60,000; OTE $77,649
Schedule
A hybrid office work model (In-Office Tues/Weds/Thurs and WFH Mon/Fri) & generous PTO day