Customer Support Representative

Pontera • New York, NY

6d • Hybrid

About The Position

Pontera is seeking a thoughtful, resourceful, customer-centric Customer Support Representative for its NYC-based team. The role supports clients using Pontera’s retirement-account management platform by answering questions, troubleshooting issues, investigating cases, and following through until clients have the help they need. The representative communicates with empathy and clarity, collaborates with internal teams, and helps clients feel supported and confident using the platform. This role contributes to customer experience and operational excellence at a growing fintech company.

Requirements

• Strong problem-solving skills and intellectual curiosity.
• Ability to remain composed and confident when the answer is not immediately known.
• 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.

Nice To Haves

• Experience with Zendesk.
• Experience in customer support, client service, or a related field.

Responsibilities

• Provide software support and troubleshoot technical issues accurately and carefully.
• Respond to client questions clearly, thoroughly, and in a timely manner.
• Investigate issues and determine next steps when solutions are not immediately obvious.
• Escalate complex technical matters to appropriate internal teams with full context and documentation.
• Communicate and solve issues with customers and cross-functional teams by phone, email, and video chat.
• Identify patterns or recurring themes clients are experiencing.
• Support team initiatives and projects that enhance the customer experience.

Benefits

• Equity grant participation eligibility for all new hires.
• Comprehensive and affordable insurance benefits with a variety of plan options.
• 401(k) with employer match and employer-sponsored access to a retirement advisor.
• Paid parental leave and reimbursement for family planning services, such as fertility treatments, adoption, or surrogacy.
• Sponsored learning and development program covering classes, certifications, and more.
• Fully stocked kitchen and lunch reimbursement program.
• Hybrid office work model: in office Tuesday, Wednesday, and Thursday; work from home Monday and Friday.
• Generous paid time off.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed