Support Analyst, Enterprise Rio de Janeiro, Brazil

Carta connects founders, investors, and limited partners through world-class software, purpose-built for everyone in venture capital, private equity and private credit. Trusted by 65,000+ companies in 160+ countries, Carta’s platform of software and services lays the groundwork so you can build, invest, and scale with confidence. Carta’s Fund Administration platform supports 9,000+ funds and SPVs, representing nearly $185B in assets under management, with tools designed to enhance the strategic impact of fund CFOs. Recognized by Fortune, Forbes, Fast Company, Inc. and Great Places to Work, Carta is shaping the future of private market infrastructure. Together, Carta is creating the end-to-end ERP platform for private markets. Traditional ERP solutions don’t work for Private Funds. Private capital markets need a comprehensive software solution to replace outdated spreadsheets and fragmented service providers. Carta’s software for the Office of the Fund CFO does just that - it’s a new category of software to make private markets look more like public markets - a connected ERP for private capital. Join Carta’s Enterprise Admin Services team, one of our most advanced support groups focused on offering exceptional service for the top 1% of private, late-stage customers. These customers feature highly sophisticated cap tables and complex account configurations. Our team is known for deep subject matter expertise, exceptional project execution, and close partnership with cross-functional teams to drive cap-table health and support strategic business decisions. What You’ll Do As an Admin Services Manager, you’ll serve as a key resource for clients navigating the Carta platform and managing their cap-table. Your impact extends across troubleshooting, guiding cap table administration, driving operational excellence, and surfacing product improvements. Core responsibilities include: Delivering proactive, best-in-class customer service through multiple channels (phone, chat, email, and Zoom) by ensuring timely, accurate responses to customer support requests Communicating cap-table errors and coordinating remediation plans Ensuring meticulous documentation of customer interactions in Salesforce to strengthen collaborative feedback with Product teams Triaging inbound requests, identifying recurring trends and flagging emerging issues or solutions for the wider team Documenting, reproducing, and escalating bugs to Product and Engineering partners Working in lockstep with Customer Success Managers, Tech Leads, and Product teams to improve client experience and proactively address product gaps Managing escalations, feature requests, and performing regular client check-ins on open cases Leading equity projects such as cap table reconciliations, repricings, stock splits, and share conversions Serving as subject matter expert on Carta applications and contributing expertise through mentorship, special projects, cage matches, and knowledge sharing to elevate team performance Help define and achieve support KPIs, emphasizing quality, efficiency, and proactive risk management About You Solid background in support analyst or customer facing roles, especially in B2B environments Demonstrated project management experience with complex, cross-functional initiatives Strategic problem solver with a growth mindset and attention to detail Strong relationship management skills building trust with both clients and internal stakeholders Understanding of finance, cap table management, equity compensation, and supporting technologies Proven troubleshooting skills, resourcefulness, and autonomy balanced with collaborative effectiveness Experience with cap table administration and equity plan management for private companies Familiarity with Salesforce or similar CRMs; aptitude for accurate documentation and process improvement Core Competencies: (Required within six months) Expert knowledge of Carta applications; ability to own and execute complex projects end-to-end Design, document, and follow standard operating procedures Develop strategic insight into support department goals and direction Thorough grasp of Carta platform user personas and legal/accounting relationships on cap tables Proactive risk identification and mitigation planning High ownership and accountability for customer experience and outcomes Nice-to-Haves CEP Certification Cap table and Equity Plan administration expertise Understanding of taxes concerning equity based compensation Understanding of stock based accounting at a high level 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, please connect with the talent partner via email. Please note that all official communications from us will come from an @carta.com or @carta-external.com domain. Report any contact from unapproved domains to #J-18808-Ljbffr