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Support Operations Specialist

2 meses atrás

Rio de Janeiro, Rio de Janeiro, Brasil CARTA Tempo inteiro

About the Role

We are seeking an exceptional Support Analyst to join our Channel Support team at Carta. As a key member of our team, you will play a vital role in delivering exceptional client experiences and driving business growth.

Key Responsibilities

  • Provide top-notch support to Carta's client base, addressing inquiries and resolving issues in a timely and professional manner.
  • Build strong relationships with paralegals and law firm sponsors, fostering credibility and trust for Carta.
  • Proactively review customer case data to identify areas for improvement and develop strategies to enhance customer competency.
  • Ensure adherence to Service Level Agreements (SLAs) across all channels, maintaining high standards of quality and efficiency.
  • Serve as a point of contact for top law firms, providing expert support and guidance.
  • Prepare for, schedule, and conduct case review meetings and trainings with assigned customers, driving knowledge sharing and best practices.
  • Proactively identify and communicate cap table errors to customers, ensuring accuracy and compliance.
  • Take on additional projects to drive product improvement, collaborating with product teams as needed.
  • Maintain close relationships with Support leadership to ensure alignment with overall Support goals.
  • Serve as a mentor and subject matter expert for internal Support members and other organization members.
  • Reconcile cap tables and take on 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, with excellent written and verbal communication skills.
  • Passionate about client services and the role it plays in driving business success.
  • Comfortable learning quickly and taking on new challenges, with a strong desire to grow and develop.
  • Ability to articulate technical software issues and address equity/finance/accounting questions in a clear and concise manner.
  • Highly organized with a strong attention to detail, able 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, with a strong sense of curiosity to solve problems.

We are an equal opportunity employer, committed to providing a positive interview experience for every candidate. If accommodations are needed due to a disability or medical condition, please connect with the recruiter via email. At Carta, we value fairness, helpfulness, transparency, leadership, and build our teams around these values. Check out our website to get to know us better as you consider your next step at Carta.

Important Security Notice for Candidates

Our company has been targeted by individuals creating fake domains similar to ours to scam prospects and candidates. Please note that all official communications from us will come from an @carta.com domain. Be cautious of any requests for sensitive information or payments outside of our official channels. For more information about this type of scam, please review the provided by the Federal Trade Commission (FTC). If you encounter any suspicious activity, please report it immediately to.

Awards and Acknowledgements

Companies and funds like Tribe and Pipe build their businesses on Carta. We've been included on the list, and. We've also been recognized as a, a, and certified as a.

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