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Support Analyst



IT, Customer Service
Posted on Thursday, February 8, 2024

The Company You’ll Join

Carta is a platform that helps people manage equity, build businesses, and invest in the companies of tomorrow. Our mission is to unlock the power of equity ownership for more people in more places.

Carta is trusted by more than 40,000 companies and over two million people in nearly 160 countries to manage cap tables, compensation, and valuations. Carta also supports nearly 7,000 funds and SPVs, and represents nearly $130B in assets under administration. Carta's tender offer solutions have returned $14B to shareholders in secondary transactions. Today, Carta’s platform manages nearly three trillion dollars in equity globally.

Companies and funds like Tribe and Pipe build their businesses on Carta. The company has been included on the Forbes World’s Best Cloud Companies, Fast Company's Most Innovative list, and Inc.’s Fastest-Growing Private Companies. We’ve also been recognized as a 2023 Built In Best Place to Work in the U.S., a Muse VIBE Award winner in the Vacation and Time Off category and certified as a Great Place to Work.

For more information about our offices and culture, check out our Carta careers page.

The Team You’ll Work With

Our team’s mission is to provide excellent customer service by leveraging our knowledge of equity and Carta to reduce customer effort and empower clients to efficiently manage their ownership. As a Support Analyst, you will have the opportunity to support our product lines including: Cap Table Management and Carta Total Compensation.

The Problems You’ll Solve

As one of the first few hires on the APAC Customer Support team, you will have a unique opportunity to make a significant impact on our business in the region. Serving as our customers’ primary point of contact, support analysts will address inbound requests/inquiries over phone, chat and email. A successful candidate will be comfortable and confident in written and verbal communication with whichever of Carta’s stakeholders they end up working with. This could include C-level executives, customers’ employees, law firms (partners and paralegals), as well as investors/board members. Support Analysts need to be able to learn quickly and effectively solve problems.

As a support analyst, the responsibilities and duties you can expect include:

  • Provide timely and accurate front-line support for all customers
  • Proactively follow-up with your clients and stay actively engaged from the day a case is opened
  • Engage with clients real-time via phone or zoom
  • Keep documentation of client interactions so that you and your teammates can identify and address trends through process improvement
  • Become an expert in our security and escalation practices
  • Train your clients based on the understanding you have acquired while working with them
  • Maintain an in-depth understanding of the software platform as well as all of Carta’s business units - Private Markets and Valuations.
  • Assist with product development by testing new features and bug fixes as well as surfacing customer feedback
  • Contribute to the ongoing learning and success of the team/company by sharing knowledge through mentorship, collaboration, and thorough documentation

About You

  • Fluent in English with strong written and verbal communication skills
  • Experience working in a client facing role, preferably a call-center or similar style work environment
  • Customer Obsessed : Care deeply and passionately about the customer experience, and is able to maintain customer satisfaction scores even when case volume is high
  • Problem Solver : Driven to help and solve problems both for your clients and your team
  • Ownership : Take ownership of problems and enjoy making contributions to process improvements
  • Poised : Exhibit diplomacy, tact, and poise when communicating with clients or customers
  • Adaptable : Able to thrive in ambiguous environments and be nimble to changes

Even if you don’t have all of the qualifications we’ve listed, please apply if you believe you could be impactful in this role!

We are an equal opportunity employer and are committed to providing a positive interview experience for every candidate. If accommodations due to a disability or medical condition are needed, connect with us via email at recruiting@carta.com. As a company, we value fairness, helpfulness, transparency, leadership and build our teams around these values. Check out our careers page to get to know us better as you think about your next step at Carta.

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