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 are currently experiencing hyper growth and are looking for an outgoing and enthusiastic Customer Support Representative (CSR) to join our NYC based team. The position presents an exciting opportunity to join a successful start-up as it accelerates its growth. You'll gain invaluable experience and real-time gratification in a place where your work and your efforts will be instantly seen and felt.

RESPONSIBILITIES

• Provide software support and troubleshoot basic technical issues.


• Respond to all client questions and issues in a quick and comprehensive manner.


• Escalate technical issues to the relevant internal teams.


• Communicate and solve issues with cross functional teams by phone, email, video chat.


• Work on specific projects as needed.

REQUIREMENTS

• Exceptional team player with the ability to relate and care for customers.


• Excellent verbal and written communication skills.


• High energy, positive, and can-do attitude.


• High intellect, quick to learn and eager to excel.


• Comfortable in a fast paced, high-growth start-up environment.


• Bachelor’s degree or equivalent.

WHAT WE OFFER

• Compensation: $55,000 - $60,000 annually


• 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 days

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 status, protected veteran status, or any other characteristic protected by law.