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.
RESPONSIBILITIES
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
REQUIREMENTS
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 WE OFFER
Compensation: Base $60,000; OTE $77,649
Opportunity: Have a major impact at a fast-growing startup that is revolutionizing the FinTech industry
Team Culture: A collegial, collaborative, fun work environment with frequent team events
Equity: All new hires are eligible for equity grant participation
Healthcare: Comprehensive & affordable insurance benefits with a variety of plan options
Retirement: 401(k) with employer match & employer-sponsored access to a retirement advisor
Family Benefits: Paid parental leave & reimbursement program for family planning services (such as fertility treatments, adoption, or surrogacy
Professional Development: Sponsored learning & development program (to cover classes, certifications, and more!)
Food Perks: Fully stocked kitchen & lunch reimbursement program
Work Flexibility: A hybrid office work model (In-Office Tues/Weds/Thurs and WFH Mon/Fri) & generous PTO day
Pontera 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.
