Director of Customer Support
Pontera is a FinTech SaaS company on a mission to help millions of Americans retire better by enabling financial advisors to manage, trade and report on 401(k) and other retirement accounts. Pontera customers range from Fortune 100 financial services firms and large independent broker dealers to small independent RIA’s and advisory firms.
At Pontera, we are proud of our people-first mentality and culture. You will have the unique and exciting opportunity to be part of a team whose mission is to scale Pontera into one of the largest FinTech companies in the world. We have significant funding from some of the most notable venture capital investors, led by Lightspeed Venture Partners, and are in a period of hyper-growth. The next critical step in our trajectory is adding to our world-class team, and that’s where you come in.
Pontera is looking for a Director of Customer Support to lead and scale our growing Customer Support function, building a best-in-class team of support professionals and technical specialists to ensure an excellent customer experience. They will strategize the framework and vision of the team as we continue to grow our client base, building out our Support processes and training and optimizing communication with other departments. The Director of Customer Support will be the operational, technical, analytical, and people leader of this team, with the skills to identify opportunities for continuous improvement of the customer support experience.
- Create an outstanding client experience by optimizing our support systems, training, and standards.
- Grow a best in class team by owning hiring, training, and professional development for our Customer Support professionals.
- Work closely with our other client-facing teams to ensure continuity and consistency in the client experience.
- Collaborate with our Tech teams to align on goals, processes, and product updates and to integrate customer feedback into our product vision.
- Serve as a technical subject matter expert on our platform, managing an integrated technical support team as part of our overall customer support infrastructure.
- Build out our customer support operations framework by developing SOPs, training guidelines, and other documentation to improve efficiency in our day to day outcomes.
- Evaluate and optimize our tools and tech stack to drive efficiencies in our support operations as we scale, without sacrificing a high-touch experience.
- Develop and execute on KPIs related to response time, resolution time, customer satisfaction, support goals, and overall team outcomes.
- Significant experience in B2B SaaS customer support functions, including several years of management experience.
- Experience scaling a team in a fast-paced and growing environment.
- Strong knowledge of Zendesk, Salesforce, and other tools and systems that would bring value to our customer support tech stack.
- Technical acumen and familiarity with building technical support functions.
- Experience defining and executing on customer support KPIs, including client satisfaction, response time, and team productivity metrics.
- Excellent written and verbal communication skills, especially as it pertains to external client communications.
- Strong business process acumen; ability to break down complex workflows into digestible pieces, and to identify opportunities for improvement.
WHAT WE OFFER
- Compensation: $140,000 - $180,000 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 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.