Customer Experience Analyst
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.
Pontera is used by financial advisors across the nation– from SMB to Fortune 500 RIA firms, independent broker-dealers, plan custodians, and plan advisors.
Backed 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.
Our 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.
Pontera is seeking a Customer Experience (CX) Analyst to contribute to the team’s efforts to successfully onboard and retain end clients on the Pontera platform.
The ideal candidate is an analytical problem-solver with a strong customer advocacy mindset. This role is responsible for maintaining Pontera’s QA program, identifying customer insights by analyzing support tickets and feedback, and working alongside Tier 3 Client Support to pinpoint and address end client onboarding issues.
Reporting to the Director of CX, this is a great opportunity for an individual who enjoys digging deep into customer feedback and seeing a visible impact from their findings.
- Maintain Pontera’s employee QA program through daily account health checks, reporting, and QA program participant outreach. Promote and grow the program through regular team updates. On a monthly basis, review rewards eligibility with People Operations.
- Conduct research and outreach to find QA accounts on new platforms for Pontera. Document new onboarding and account update flows. Collaborate with Engineering to understand which QA accounts are needed next.
- Review and analyze customer support tickets, customer feedback, and reports to identify opportunities to improve the customer experience in our end client onboarding process.
- Collaborate with Customer Support to identify and solve top issues affecting end client onboarding and retention.
- Document efficient troubleshooting steps for customer-facing teams.
- Research, develop, and maintain guides for end clients during their onboarding process.
- Provide regular reports on key metrics including number of Pontera QA accounts, QA account coverage, number of improvement opportunities discovered, percentage of tickets that were platform bugs, and onboarding documentation coverage.
- Develop deeper knowledge about our product and our customers.
- Strive to deepen your project management skills to assist in cross-company initiatives to improve the customer experience.
- BS in Business, Engineering or Science
- 3+ years of experience in a highly collaborative role
- Excellent analytical skills
- Excellent verbal and written communication skills
- Strong customer advocacy skills
- Data analytic skills
- Project management experience a plus
- Outstanding team player with a proactive and curious mindset
WHAT WE OFFER
- Compensation: $80,000 to $100,000 annually
- 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 days
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.
