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 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 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