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.
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.
- 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
- 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
- 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 status, protected veteran status, or any other characteristic protected by law.
Skills Required
- Strong problem-solving skills and intellectual curiosity
- Ability to remain composed and confident when answers are not immediately known
- Sound judgment and intuition when communicating with clients
- Excellent written and verbal communication skills
- Empathy and professionalism in client interactions
- Experience with Zendesk
- Detail-oriented with strong organizational skills
- Ability to collaborate across teams
- Experience in customer support, client service, or a related field
Pontera Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Pontera and has not been reviewed or approved by Pontera.
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Retirement Support — A 5% 401(k) employer match with no vesting period is offered, alongside access to a financial advisor. This combination strengthens long-term savings and financial wellbeing.
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Parental & Family Support — Up to 12 weeks of fully paid parental leave plus family-planning reimbursement (fertility, adoption, surrogacy) is available. These provisions position the package as family-friendly.
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Healthcare Strength — Comprehensive medical, dental, and vision coverage is described, with additional mentions of mental health resources and related insurance. The breadth of coverage appears competitive for a fintech employer.
Pontera Insights
What We Do
Pontera is a fintech company on a mission to help millions of Americans retire better by enabling financial advisors to manage, balance, and report on clients' assets in 401(k)s, 403(b)s, and other workplace-sponsored accounts. Our secure, purpose-built platform, seamlessly integrated with advisors' portfolio management tools, is designed to work across many account types and help advisors improve financial outcomes through more comprehensive investment management. 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. At the core of our team is a strong belief that helping people retire comfortably is of critical importance. Pontera is designed to help advisors not only analyze their clients’ held away accounts to provide greater visibility, but to enable advisors to take action and manage accounts on their clients’ behalf, improving the client experience, potentially adding accretive performance, and helping to mitigate compliance and security concerns around managing held away accounts. Each of us believes strongly in the mission of helping millions of people achieve the best retirement possible.
Why Work With Us
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.
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