FinTech Customer Support Specialist (Hybrid, Equity)

Pontera; New York (NY); Hybride; USD 54 000 - 66 000; Plein temps

Avantages offerts par ce poste

Base salary

OTE

Equity grant

Healthcare

401(k)

Parental leave

Lunch reimbursement

Professional development

Hybrid work model

Résumé du poste

Pontera is a fintech company hiring a Customer Support Representative for its NYC-based team. You will guide clients through questions, troubleshoot issues, and ensure they feel heard, supported, and confident in our platform.

This CSR role emphasizes problem solving, clear communication, and cross-team collaboration, with a hybrid schedule (In-Office Tue/Weds/Thu and WFH Mon/Fri) and opportunities for growth and equity.

Qualifications

• Strong problem-solving skills and intellectual curiosity.
• 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.

Responsabilités

• 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

Connaissances

Problem solving

Communication

Empathy

Detail orientation

Collaboration

Client service

Outils

Zendesk

Description du poste

Pontera is a fintech company hiring a Customer Support Representative for its NYC-based team. You will guide clients through questions, troubleshoot issues, and ensure they feel heard, supported, and confident in our platform.

This CSR role emphasizes problem solving, clear communication, and cross-team collaboration, with a hybrid schedule (In-Office Tue/Weds/Thu and WFH Mon/Fri) and opportunities for growth and equity.