Equity Support Specialist

Há 7 dias

Rio de Janeiro, Rio de Janeiro, Brasil beBeeAdminServices Tempo inteiro R$7.200 - R$10.800
Job Overview

We are seeking a skilled customer support professional to join our team as an Admin Services Manager. In this role, you will provide best-in-class customer service to our Late Stage Private/Enterprise customers, ensuring their needs are met and they receive exceptional support.

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  • Provide daily support to help clients navigate the Carta platform and address all their equity compensation needs.
  • Work closely with other departments to ensure customer needs are met and standard metrics are met in regards to Support contacts.

Key Responsibilities

As an Admin Services Manager, your key responsibilities will include:

  • Ensuring accurate documentation of customer interactions within Salesforce to facilitate feedback between Support and Product, as well as with the customer.
  • Triage incoming requests and identify trends/patterns across the customer base in order to flag issues and potential solutions for the rest of the team.
  • Identify, reproduce, and document bugs for the product and engineering teams.
  • Provide front-line support for all competencies specifically for Late Stage Private/Enterprise Companies.
  • Contribute to the ongoing learning and success of the team/company by sharing knowledge through mentorship, collaboration, and thorough documentation.
  • Manage case escalations, feature requests, and regular check-ins for Late Stage Private/Enterprise customers.
  • Take on additional projects to drive product improvement and engage with product teams as necessary.
Requirements

To be successful in this role, you will need:

  • A strong background in Support Analyst role and B2B relationship management.
  • Proven experience in building and maintaining relationships with customers and internal team members.
  • Strong understanding of finance, equity, or related field experience in troubleshooting and problem solving.
  • Ability to work proactively and autonomously but also be a team player.
  • Brokerage agent or transfer agent experience is a plus.
  • Assisting companies with their Cap table and Equity Plan administration.
  • Strong understanding of Taxes concerning equity based compensation is a plus.
  • Understanding of stock based accounting at a high level is a plus.
Competencies

In addition to the above requirements, we are looking for someone who can:

  • Create and follow Standard Operating Procedures.
  • Understand strategic direction and goals for the overall Support organization.
  • Have an excellent understanding of the Carta platform, user personas, and relationships among law firm and company parties.
  • Take ownership of problems and find solutions.
Nice-to-Haves

While not essential, the following skills would be beneficial:

  • Experience working with Series E companies.

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