Support Analyst, Channel

3 semanas atrás

Rio de Janeiro, Rio de Janeiro, Brasil Carta Tempo inteiro
The Company You'll Join

Carta develops purpose-built software that transforms traditional accounting into a powerful growth engine.

Carta's world-class fund administration platform supports nearly 7,000 funds and SPVs, and represents nearly $130B in assets under management in venture capital and private equity.

Trusted by more than 40,000 companies, Carta also helps private businesses in over 160 countries manage their cap tables, valuations, taxes, equity programs, compensation, and more.

Together, Carta is setting a new standard as the end-to-end platform for private markets. Our best-in-class solution for fund management seamlessly integrates investor and portfolio company insights via a suite of tools designed ground-up to support the strategic impact of the fund CFO.

We 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
  • Interact directly with Carta's client-base as their primary point of contact, addressing inbound requests/inquiries over phones and emails.
  • Build strong customer relationships with paralegals and Law Firm sponsors to establish credibility for Carta.
  • Proactively review customer case data to identify areas for improvement.
  • Ensure proper adherence to Service Level Agreements (SLAs) across all channels.
  • Serve as Point of Contact for top law firms.
  • Prepare for, schedule, and conduct case review meetings and trainings with assigned customers.
  • Identify and communicate cap table errors to customers proactively.
  • Take on additional projects to drive product improvement, engaging with product teams as necessary.
  • Maintain a close relationship with the Support leadership team to ensure alignment with overall Support goals.
  • Serve as a mentor and subject matter expert for internal Support members and other members of the organization.
  • Reconcile cap tables and manage other equity projects such as repricing, stock splits, and share conversions.
  • Support Launch companies that onboard to Carta through Law Firm Partners and accelerators.
  • Collect feedback on support cases to improve product functionality.
About You
  • Fluent in English - both written and verbal.
  • Passionate about client services and its role in a customer-centric company.
  • Comfortable learning quickly and taking on new challenges.
  • Ability to articulate technical software issues and address equity/finance/accounting questions clearly and concisely.
  • Highly organized with 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, with a strong curiosity to solve problems.
Disclosures:
  • 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 security@carta.com.
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