Support Analyst II

The Problems You’ll Solve

In this role you will interact directly with Carta’s client-base that is located in Europe. As their primary point of contact, you will address inbound requests/inquiries over emails. A successful candidate will be comfortable and confident in written and verbal communication with all of Carta’s stakeholders including C-level executives, employees, law firms (partners and paralegals), as well as investors/board members. You will need to be able to learn quickly, execute smoothly, and intuitively solve problems.

• Build strong customer relationships with customers while providing excellent customer support
• Provide timely and accurate front-line support for all customers that your support segment services
• Proactively follow-up with your clients and stay actively engaged from the day a case is opened
• Proactively review customer case data to identify where customers can improve competency
• Ensures proper adherence to Service Level Agreements (SLAs) across all channels
• Prepares for, schedules, and conducts case review meetings and trainings with assigned customers
• Takes on additional projects to drive product improvement, engages with product teams as necessary
• Maintains a close relationship with Support leadership team to ensure alignment with overall Support goals
• Reconciles cap table
• Collect feedback on support cases to improve product functionality
• Become an expert in our security and escalation practices
• This role requires 3 days a week in our London based office

The Team You’ll Work With

We are looking for an individual to work alongside our Carta Europe Support team within our International Organization to help build the world’s next great financial infrastructure company.

About You

• Fluent in English - both written and verbal - to communicate effectively with EU-based clients
• Care deeply, genuinely, and passionately about client services and the role it plays in making a customer-centric company successful
• Comfortable learning quickly and taking on new challenges
• Ability to articulate both technical software issues as well as address equity/finance/accounting related questions in a clear and concise manner
• Highly organized with a strong attention to detail
• Ability to establish and maintain relationships with power users
• Possess a helpful and professional attitude with excellent verbal and written skills
• Exhibit diplomacy, tact, and poise under pressure when working through customer issues as well as a strong sense of curiosity to solve problems
• Experience in a fast paced, client facing environment is a plus!
• Experience learning new technologies, platforms, and systems is a plus!
• We are unable to provide visa sponsorship at this time