Customer Support Representative, Pontera

$61-77.6k

OTE

$60k

BASE

+ Equity grant participation

Zendesk

Junior and Mid level

New York

In-Office Tues/Weds/Thurs

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

$61-77.6k

OTE

$60k

BASE

+ Equity grant participation

Zendesk

Junior and Mid level

New York

In-Office Tues/Weds/Thurs

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

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
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 the job involves

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

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. It then concentrated on supplying an Order Management System for financial advisors - a smart move that piqued the interest of leading investors.

With strong backing, the company continues supporting people to have more control over their retirement savings. Interestingly, it has butted heads with 401(k) giant Fidelity Investments over whether third-party financial advisors should be allowed to use Pontera to view and manage clients’ retirement assets or not.

Freddie

Company Specialist at Welcome to the Jungle

Insights

30% employee growth in 12 months

Glassdoor (3.3)

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.

Salary benchmarks

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