Director of Customer Support

• 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.

• Compensation: $140,000 to $180,000
• The opportunity to have a major impact and have exposure to all aspects of a fast-growing startup that is revolutionizing the FinTech industry
• A collegial, collaborative, fun work environment
• Competitive compensation
• Equity participation
• A hybrid office WFH work model (currently in-office Tues-Thurs and remote Mon/Fri)
• Comprehensive insurance benefits
• 401k matching
• 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.