Pontera
Customer Support Representative
$60K–$78K
New York, New York, United States · Full-time · Posted Oct 29, 2026
About the job
Provides customer support for Pontera’s retirement-account platform by answering client questions, troubleshooting issues, and coordinating investigations and escalations.
What you'll do
- Respond to client questions and troubleshoot software issues through phone, email, and video chat.
- Investigate unclear issues, determine next steps, and escalate complex technical matters with context and documentation.
- Identify recurring client issues and support initiatives to improve customer experience.
What they ask for
- Strong problem-solving skills and intellectual curiosity.
- Excellent written and verbal communication skills, with empathy and professionalism in client interactions.
- Sound judgment and ability to remain composed when answers are not immediately available.
- Detail-oriented, organized, and comfortable collaborating across teams.
Nice to have
- Experience with Zendesk.
- Experience in customer support, client service, or a related field.
Pay
$60,000 (base salary); $77,649 (OTE)
Tools
Zendesk
Model-written summary · the original posting is authoritative