Customer Support Representative

United States·New Yorkmid

OtherCustomer Support RepresentativeCustomer Success Representative

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Quick Summary

Overview

Pontera is a fintech company on a mission to help people retire better.

Technical Tools

OtherCustomer Support RepresentativeCustomer Success 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.

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

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→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

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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