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Support Specialist

2 meses atrás

Rio de Janeiro, Rio de Janeiro, Brasil CARTA Tempo inteiro
About the Role

We are seeking a highly skilled Support Analyst to join our team at Carta. As a Support Analyst, you will be responsible for providing exceptional customer service to our Late Stage Private/Enterprise customers, helping them navigate the Carta platform and assisting with all their equity compensation needs.

Key Responsibilities
  • Provide timely and accurate information to inbound customer requests via phone, email, and Zoom Video calls
  • Work closely with other departments to ensure customer needs are met
  • Ensure standard metrics are met in regards to Support contacts
  • Ensure 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 customer base in order to flag issues as well as 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
  • Takes on additional projects to drive product improvement, engages with product teams as necessary
  • Reconciles Cap tables and is able to take on other equity projects such as repricing, stock splits and share conversions
Requirements
  • Strong background in Support Analyst role
  • Strong Background in 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
  • Willing to work proactively and autonomously and also collaborative and effective in a team setting
  • Assisting companies with their Cap table and Equity Plan administration
Competencies
  • Subject Matter Expertise in Carta applications and ability to carry projects through to completion
  • Ability to create and follow Standard Operating Procedures
  • Understanding of strategic direction and goals for the overall Support organization
  • Excellent understanding of the Carta platform, user personas, and relationships among law firm and company parties
  • Strong sense of problem ownership
Nice-to-Haves
  • Brokerage agent or transfer agent experience
  • Experience assisting companies with their Cap table and Equity Plan administration
  • Strong understanding of Taxes concerning equity based compensation
  • Understanding of stock based accounting at a high level