Senior Customer Support Analyst, Corporations

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 one of product lines including: Cap Table Management, Carta Partner Program, Carta for LLCs, Launch and Carta Total Compensation.  

In this role you will interact directly with Carta’s client-base. As their primary point of contact, you will address inbound requests/inquiries over phone, chat and email. 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.

• Resolve customer inquiries in a timely and professional manner
• Autonomously manage client cases with little to no oversight
• If an escalation happens, you can manage it to completion
• Lead mission-critical projects at a team level within Support
• Champion strategic initiatives on behalf of the department, beyond a single team
• Take on mentorship responsibilities within your team
• Independently identify department problems and drive solutions across the departmentMaintain an in-depth understanding of the software platform as well as all of Carta’s business units - Private Markets, Public Markets, Investor Services, and Valuations.
• Compose thoughtful, personalized responses for a variety of customer requests
• Triage incoming requests and identify trends/patterns across customer base in order to flag issues as well as potential solutions for the rest of the team
• Identify, reproduce, and document bugs for the product and engineering teams
• 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

• 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
• Ability to balance multiple active projects with competing priorities
• Highly organized with a strong attention to detail
• 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 
• Bring industry best-practices to the department
• Propose, plan, and lead strategic initiatives within the department
• Proven ability to navigate the most complex client situations

All of our US employees can expect the following benefits: 

• Equity
• Health, dental, and vision insurance covered at up to 100%
• Access to comprehensive on demand mental health program through Modern Health
• 401k + matching
• Minimum time off of 15/day per year, and flexible beyond that
• Parental Leave
• Fertility Benefits
• Unlimited book reimbursement
• Learning & development resources
• Robust Employee Resources Groups
• Employee Assistance Program