Join Pontera as a Customer Support Representative to help clients navigate their retirement planning with empathy and clarity.
Posted by employer 5 days ago
First seen on Joblaze 3 days ago
Last verified on the company career page 1 day ago
What you'll build
- Provide software support and troubleshoot technical issues
- Respond to client questions
- Investigate issues and determine next steps
- Escalate complex technical matters
- Identify patterns or recurring themes clients are experiencing
Must have
- Strong problem-solving skills
- Excellent written and verbal communication skills
- Empathy and professionalism in client interactions
Nice to have
- Experience with Zendesk
- Experience in customer support or client service
Practical constraints
- In-Office Tues/Weds/Thurs and WFH Mon/Fri
Not disclosed in this posting: years of experience, visa sponsorship.
Benefits
Joblaze summary
In the role of Customer Support Representative at Pontera, the individual will assist clients by addressing their inquiries, troubleshooting software issues, and ensuring a positive user experience. Key skills include strong problem-solving abilities, effective communication, and familiarity with customer support tools like Zendesk. This position is well-suited for someone with a background in customer service who can navigate complex situations with empathy and professionalism. Pontera's fast-growing environment emphasizes operational excellence and a people-first culture.
Joblaze insights
- Listed 3 days ago — first seen on Joblaze October 31, 2026. Last confirmed on Pontera's careers page November 2, 2026.
- Salary band is below the typical range for comparable tech roles (median ~$130,000).
- Starts above 16% of 138 comparable junior other roles in United States we track (median $90,000 across 62 companies).
Quick facts
- Is the Customer Support Representative role remote?
- It's hybrid — Pontera expects some on-site time in New York, New York, United States.
- What's the salary range?
- Pontera lists $60,000–$77,649 for this role.
- Where is the role based?
- Pontera is hiring for this position in New York, New York, United States.
- What seniority level is this role?
- Pontera targets junior candidates for this position.
- Is this full-time or contract?
- Full-time for this Customer Support Representative role at Pontera.
From the original posting
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.
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 Tues/Weds/Thurs and WFH Mon/Fri) & generous PTO day
Standard company text repeated across Pontera's postings is omitted here.