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Channel Support Analyst
1 semana atrás
The Team You'll Work WithWe are looking for an extraordinary individual to work alongside our Channel Support team within our Corporations Delivery Organization to help build the world's next great financial infrastructure company.
The Problems You'll Solve 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 phones and 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 paralegals and Law Firm sponsors which build credibility for CartaProactively review customer case data to identify where paralegals can improve competencyEnsure proper adherence to Service Level Agreements (SLAs) across all channelsServe as Point of Contact for top law firmsPrepare for, schedule, and conduct case review meetings and trainings with assigned customersProactively identify and communicate cap table errors to customersTake on additional projects to drive product improvement, engages with product teams as necessaryMaintain a close relationship with Support leadership team to ensure alignment with overall Support goalsServe as a mentor and subject matter expert for internal Support members and other members of the organizationReconcile cap tables and be able to take on other equity projects such as repricing, stock splits and share conversionsSupport Launch companies that onboard to Carta through Law Firm Partners and acceleratorsCollect feedback on support cases to improve product functionalityAbout YouFluent in English - both written and verbalCare deeply, genuinely, and passionately about client services and the role it plays in making a customer-centric company successfulComfortable learning quickly and taking on new challengesAbility to articulate both technical software issues as well as address equity/finance/accounting related questions in a clear and concise mannerHighly organized with a strong attention to detailAbility to establish and maintain relationships with power usersPossess a helpful and professional attitude with excellent verbal and written skillsExhibit diplomacy, tact, and poise under pressure when working through customer issues as well as a strong sense of curiosity to solve problems
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