{"id":3495460,"url":"https://alion.io/job/pontera-customer-support-representative","title":"Customer Support Representative","company":{"id":174567,"name":"Pontera","domain":"pontera.com","url":"https://alion.io/company/pontera","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-10-29T21:02:59Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-11-03T06:30:32Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"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. \nPontera is used by financial advisors across the nation- from SMB to Fortune 500 RIA firms, independent broker-dealers, plan custodians, and plan advisors. \nBacked 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. \nOur 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.\nDESCRIPTION\nWe’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.\nAs 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.\nThis 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.\nRESPONSIBILITIES\nProvide software support and troubleshoot technical issues with accuracy and care\nRespond to client questions in a clear, thorough, and timely manner\nInvestigate issues and determine next steps when solutions are not immediately obvious\nEscalate complex technical matters to appropriate internal teams, providing full context and documentation\nCommunicate and solve issues with customers and cross functional teams by phone, email, video chat\nIdentify patterns or recurring themes clients are experiencing\nSupport team initiatives and projects that enhance the customer experience\nREQUIREMENTS\nStrong problem-solving skills and intellectual curiosity\nAbility to stay composed and confident even when you don’t immediately know the answer\nSound judgment and intuition when communicating with clients\nExcellent written and verbal communication skills\nEmpathy and professionalism in client interactions\nExperience with Zendesk a plus \nDetail-oriented with strong organizational skills\nComfortable collaborating across teams\nExperience in customer support, client service, or a related field preferred\nWHAT WE OFFER\nCompensation: Base $60,000; OTE $77,649 \nOpportunity: Have a major impact at a fast-growing startup that is revolutionizing the FinTech industry\nTeam Culture: A collegial, collaborative, fun work environment with frequent team events\nEquity: All new hires are eligible for equity grant participation\nHealthcare: Comprehensive & affordable insurance benefits with a variety of plan options\n Retirement: 401(k) with employer match & employer-sponsored access to a retirement advisor\n Family Benefits: Paid parental leave & reimbursement program for family planning services (such as fertility treatments, adoption, or surrogacy\n Professional Development: Sponsored learning & development program (to cover classes, certifications, and more!)\nFood Perks: Fully stocked kitchen & lunch reimbursement program\n Work Flexibility: A hybrid office work model (In-Office Tues/Weds/Thurs and WFH Mon/Fri) & generous PTO day\nPontera 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.","description_format":"text","description_chars":4067,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Parental leave","Professional development","Retirement plans"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Wealth Management & Financial Advisors","Investing Apps & Robo-Advisors"],"lifecycle":[{"event":"open","at":"2026-10-30T01:13:15Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":4,"expected_fill_days":28,"reasons":["conf:3","win:early"],"computed_at":"2026-11-03T05:54:40Z"},"pay":null,"html_url":"https://alion.io/job/pontera-customer-support-representative","json_url":"https://alion.io/job/pontera-customer-support-representative.json","meta":{"generated_at":"2026-11-03T10:05:35Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":13989,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-04T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":174567},"rest":"https://alion.io/mcp/rest/get_company?id=174567"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpontera-customer-support-representative"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpontera-customer-support-representative"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpontera-customer-support-representative"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/pontera-customer-support-representative\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpontera-customer-support-representative"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3495460}},{"tool":"search_jobs","arguments":{"company":"pontera.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3495460},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); 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