Customer Support Representative

Pontera•New York, NY

1d•$60,000 - $77,649•Hybrid

About The Position

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.

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

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

Benefits

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