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