Senior Manager of Customer Support Specialists, Pontera

$140-160k

Plus all new hires are eligible for equity grant participation

Senior and Expert level

New York

More information about location

3 days a week in office (Office at the Empire State Building)

Wealth management for held-away accounts

Be an early applicant

Wealth management for held-away accounts

201-500 employees

FintechB2BInvestingFinancial ServicesSaaS

Be an early applicant

$140-160k

Plus all new hires are eligible for equity grant participation

Senior and Expert level

New York

More information about location

3 days a week in office (Office at the Empire State Building)

201-500 employees

FintechB2BInvestingFinancial ServicesSaaS

Company mission

To help millions of Americans retire better by enabling financial advisors to securely and compliantly manage their clients' 401(k), 403(b)s, and other workplace-sponsored retirement plan accounts.

Job

Company

Role

Who you are

This role requires a combination of leadership acumen and subject matter expertise, directing a team of SMEs to deliver expert guidance and support to both internal and external customers, ensuring consistently high-quality solutions and customer satisfaction
Six or more years of experience in support, including the management of specialist teams
Demonstrated excellence as a team member with robust leadership capabilities
A strong commitment to customer experience, the development of others, and the provision of value to both internal and external stakeholders
Superior project management skills, with a proven track record of effectively leading personnel
A collaborative approach to resolving challenges and enhancing processes
Exceptional verbal and written communication proficiencies

What the job involves

Pontera seeks a highly capable Senior Manager to lead and mentor a team of 5-10 Customer Support Specialists
As an integral part of the Customer Support leadership team, the Senior Manager will demonstrate leadership through example while flourishing in a dynamic environment that prioritizes individual development
Hire, lead and mentor a team of SMEs, providing guidance, coaching, and performance management
Manage workload and resource allocation within the team
Ensure team members are proficient in their respective subject matter areas
Stay up-to-date with industry trends and best practices for leading a team of subject matter experts
Cultivate an energized and positive culture for our team, focused on collaboration, team building, inclusivity and fun!
Provide expert support and guidance to customers, addressing their issues and questions
Collaborate with other teams (e.g., sales, product development) to ensure customer feedback is heard and shared
Proactively help the SMEs identify and resolve customer issues, contributing to improved customer satisfaction
Develop and implement best practices for subject matter experts, based on quantitative and qualitative data points
Lead a team that creates and maintains documentation, knowledge bases, and training materials for internal and external use
Continuously identify areas for process improvement and automation
Effectively communicate technical information to both technical and non-technical audiences
Collaborate with CS leadership to ensure process improvements within other CS branches
Partner with colleagues and leaders cross-functionally to drive collaboration and results
Represent the team's expertise in meetings and presentations
Participate in product development and testing
Contribute to the development of new products and features
Serve as a technical advisor to senior management

Our take

Pontera, formerly known as FeeX, is a platform that bridges the gap between individuals and pension advisers, helping financial advisors find hidden fees and better manage their client's pension schemes.

Pontera is taken from the Latin for “bridge” and the company’s mission of increasing transparency within the financial world was once focused solely on account holders and legal fees. Since raising another successful round, the company’s platform has concentrated its efforts on an Order Management System for financial advisors.

This about-turn was clearly a smart move for Pontera as it piqued the interest of leading investors. Financial difficulties for FeeX in 2016 resulted in a third of its employees being made redundant. That seems a far cry from the financial advisor platform it is today, and it will hope this continues as it looks to cement its place at the forefront of the industry.

Freddie

Company Specialist at Welcome to the Jungle

Insights

30% employee growth in 12 months

Glassdoor (4.7)

Company

Company benefits

Health insurance
Retirement contributions
Employee stock option
Family planning benefits
Hybrid work environment
Meal stipend

Company HQ

Midtown South, New York, NY

Leadership

Yoav Zurel

(Co-Founder & CEO)

A Computer Science graduate. They previously worked as a Support Engineer at Wix before co-founding Pontera in 2012.

Eyal Halahmi

(Co-Founder & CTO)

Previously served as CTO at LivePerson, then as a Consultant with SundaySky. Also founded TALKahead.

David Weisz

(Co-Founder & CPO)

Served as an Executive Officer in the Israeli Navy, before taking a Computer Science degree and enrolling on the Zell Entrepreneurship Program.

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