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Senior Manager, Customer Support Specialists

New York, New York, United States

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.

DESCRIPTION

Pontera seeks a highly capable Senior Manager to lead and mentor a team of 5-10 Customer Support Specialists. This role requires a combination of leadership acumen and subject matter expertise, directing a team of SMEs to deliver expert guidance and support to both internal and external customers, ensuring consistently high-quality solutions and customer satisfaction. As an integral part of the Customer Support leadership team, the Senior Manager will demonstrate leadership through example while flourishing in a dynamic environment that prioritizes individual development.

RESPONSIBILITIES

  • Leadership & Team Management:
    • Hire, lead and mentor a team of SMEs, providing guidance, coaching, and performance management. 
    • Manage workload and resource allocation within the team. 
    • Ensure team members are proficient in their respective subject matter areas. 
    • Stay up-to-date with industry trends and best practices for leading a team of subject matter experts. 
    • Cultivate an energized and positive culture for our team, focused on collaboration, team building, inclusivity and fun!
  • Customer Support & Engagement:
    • Provide expert support and guidance to customers, addressing their issues and questions.
    • Collaborate with other teams (e.g., sales, product development) to ensure customer feedback is heard and shared. 
    • Proactively help the SMEs identify and resolve customer issues, contributing to improved customer satisfaction.
  • Process Improvement & Documentation:
    • Develop and implement best practices for subject matter experts, based on quantitative and qualitative data points. 
    • Lead a team that creates and maintains documentation, knowledge bases, and training materials for internal and external use. 
    • Continuously identify areas for process improvement and automation.
  • Communication & Collaboration:
    • Effectively communicate technical information to both technical and non-technical audiences. 
    • Collaborate with CS leadership to ensure process improvements within other CS branches. 
    • Partner with colleagues and leaders cross-functionally to drive collaboration and results
    • Represent the team's expertise in meetings and presentations.
  • Other Potential Responsibilities:
    • Participate in product development and testing. 
    • Contribute to the development of new products and features. 
    • Serve as a technical advisor to senior management.

REQUIREMENTS 

  • Six or more years of experience in support, including the management of specialist teams.
  • Demonstrated excellence as a team member with robust leadership capabilities.
  • A strong commitment to customer experience, the development of others, and the provision of value to both internal and external stakeholders.
  • Superior project management skills, with a proven track record of effectively leading personnel.
  • A collaborative approach to resolving challenges and enhancing processes.
  • Exceptional verbal and written communication proficiencies.

WHAT WE OFFER

  • Compensation: $140,000-$160,000 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.

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