---
title: 'Customer Support Representative at Pontera'
canonical: 'https://feeny.ai/job/customer-support-representative-pontera-new-york-jwryk0xq3hgs'
type: 'job'
last_seen: '2026-11-01'
---

# Customer Support Representative at Pontera

- **Company:** Pontera
- **Location:** New York, NY
- **Posted:** 2026-10-29
- **Last confirmed live:** 2026-11-01
- **Apply:** https://job-boards.greenhouse.io/pontera/jobs/6233708004

## Job description

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’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

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.

## About Pontera

## Company Overview
- **One-liner**: Pontera provides a secure software platform that enables financial advisors to manage, trade, and rebalance their clients' 401(k), 403(b), and other workplace-sponsored retirement plan accounts as part of a holistic portfolio strategy.
- **Entity Type**: Private (Venture Capital-Backed)
- **Headquarters**: New York, New York, United States
- **Founded**: 2012
- **Founders**: David Weisz (Co-Founder)

## Core Business
- **Primary industry/industries**: Fintech, Wealth Management Technology, Retirement Planning Software
- **Target customers**: B2B; Financial advisors, wealth managers, recordkeepers, retirement plan advisors, and portfolio management platforms (from SMB to Fortune 500 RIA firms and independent broker-dealers).
- **Mission or purpose statement**: "We exist to help people retire better by ensuring that they can work with the advisor they trust and enjoy the same level of service and care regardless of where their assets sit." [pontera.com](https://www.pontera.com/resources/about)

## Products & Services
- **Pontera Platform**: A secure, cloud-based SaaS platform that acts as a bridge between financial advisors and their clients' workplace retirement accounts (401(k), 403(b), etc.). It allows advisors to view, manage, trade, and rebalance these "held-away" accounts as part of a holistic portfolio strategy, integrating with existing portfolio management tools like Orion and Black Diamond. [pontera.com](https://www.pontera.com/)

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed.
- **Key Metric**: Total Funding of **$162.1M** across 9 rounds. [linkedin.com](https://www.linkedin.com/company/pontera)
- **Annual Revenue**: Estimated at **$18.4M**. [linkedin.com](https://www.linkedin.com/company/pontera)
- **Notable Investors/Partners**: Backed by leading venture capital firms including **ICONIQ Growth** and **Lightspeed Venture Partners**. [greenhouse.io](http://job-boards.greenhouse.io/pontera) Partners include major wealth management platforms like Orion and Black Diamond. [pontera.com](https://www.pontera.com/)
- **Growth Signals**: The company has raised $162.1M in total funding. It reports an 88% client adoption rate and is trusted by wealth management firms across the U.S. [pontera.com](https://www.pontera.com/) It has won multiple industry awards, including the FinTech Breakthrough Award for Best Retirement Management Platform for three consecutive years (2023, 2024, 2026). [pontera.com](https://www.pontera.com/resources/about)

## Competitive Advantages
- **Unique Market Position**: Pontera acts as a critical bridge between financial advisors and workplace retirement accounts (401(k), 403(b)), a massive and previously underserved asset class. This creates a strong network effect and high switching costs for advisors who integrate the platform.
- **Compliance & Security**: The platform is designed to help advisors manage held-away accounts without triggering custody issues, a key regulatory pain point. It is ISO/IEC 27001:2022 certified, providing a strong security and compliance moat. [pontera.com](https://www.pontera.com/)
- **Deep Integrations**: Seamlessly integrates with major portfolio management systems like Orion and Black Diamond, embedding itself into the advisor's existing workflow. [pontera.com](https://www.pontera.com/)

## Strategic Focus
- **Growth & Scale**: Pontera is focused on expanding its network of financial advisors, recordkeepers, and plan sponsors to capture a larger share of the $7 trillion+ 401(k) market.
- **Product Development**: Continuing to enhance its platform with features for holistic planning, asset location, and compliance to deepen its value proposition for advisors.
- **Partnerships**: Actively building partnerships with the largest firms in the financial services industry and major wealth management software providers. [pontera.com](https://www.pontera.com/resources/about)

## Why Work Here
- **Mission-Driven Culture**: The company is deeply focused on its mission to "help people retire better," which provides a strong sense of purpose for employees. [pontera.com](https://www.pontera.com/careers)
- **People-First Values**: The culture is built on a "people-first" principle, emphasizing collaboration, curiosity, and impact. Core values include "Put people first," "Start with why," "Take ownership," and "Embrace resilience." [pontera.com](https://www.pontera.com/careers)
- **Work Model**: Hybrid work flexibility is offered. [pontera.com](https://www.pontera.com/careers)
- **Global & Diverse Team**: The company has offices in New York (HQ), Herzliya (Israel), and Warsaw (Poland), with a team of 277 employees from diverse backgrounds. [linkedin.com](https://www.linkedin.com/company/pontera)
- **Benefits & Perks**: Benefits include private health insurance, learning and development opportunities, a lunch stipend, and social/wellness events. [pontera.com](https://www.pontera.com/careers)
- **Growth Opportunity**: As a well-funded, fast-growing fintech company, employees have the chance to work on complex, impactful problems in a high-growth environment. [greenhouse.io](http://job-boards.greenhouse.io/pontera)

## Sources
1. [Pontera Careers Page](https://www.pontera.com/careers)
2. [Pontera About Page](https://www.pontera.com/resources/about)
3. [Pontera Homepage](https://www.pontera.com/)
4. [Pontera Job Board (Greenhouse)](http://job-boards.greenhouse.io/pontera)
5. [Pontera LinkedIn Profile](https://www.linkedin.com/company/pontera)

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