Take on a vital role as a Customer Support Representative, helping clients navigate their retirement plans through personalized assistance and showcasing excellent problem-solving skills.
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.
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.
Flexible Work Hours
A hybrid office work model (In-Office Tues/Weds/Thurs and WFH Mon/Fri) & generous PTO day
Health Insurance
Comprehensive & affordable insurance benefits with a variety of plan options
Learning Budget
Sponsored learning & development program (to cover classes, certifications, and more!)
Food perks
Fully stocked kitchen & lunch reimbursement program
Paid Parental Leave
Paid parental leave & reimbursement program for family planning services (such as fertility treatments, adoption, or surrogacy
Stock Options
All new hires are eligible for equity grant participation
Pontera is a fintech company focused on empowering retirement savers to optimize their financial futures. Our software platform allows users to effectively manage their 401(k) and other retirement accounts, integrating seamlessly with their financial advisors to create tailored investment strategies.
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Understand the required skills and qualifications, anticipate the questions you may be asked, and study well-prepared answers using our sample responses.
Customer Support Representative Q&A's