Support Analyst

Há 5 dias

Rio de Janeiro, Rio de Janeiro, Brasil Carta, Inc. Tempo inteiro
About the Role

We are seeking a highly skilled Support Analyst to join our team at Carta, Inc. as an Equity Expert. This role will be responsible for providing exceptional customer service to our Late Stage Private/Enterprise customers, ensuring they receive best-in-class support for their equity compensation needs.

Key Responsibilities
  • Subject Matter Expertise: Develop in-depth knowledge of the Carta platform and become a subject matter expert in equity compensation, cap tables, and related financial concepts.
  • Customer Support: Provide timely and accurate information to customers via phone, email, and video calls, ensuring their queries are resolved efficiently and effectively.
  • Collaboration: Work closely with other departments to ensure customer needs are met, and standard metrics are achieved in regards to support contacts.
  • Documentation: Accurately document customer interactions within our CRM system to facilitate feedback between support and product teams, as well as with customers.
  • Triage and Escalation: Triage incoming requests, identify trends and patterns, and escalate issues to the relevant teams for resolution.
  • Bug Identification and Documentation: Identify, reproduce, and document bugs for the product and engineering teams to ensure timely resolution.
  • Project Management: Manage case escalations, feature requests, and regular check-ins for Late Stage Private/Enterprise customers, taking on additional projects to drive product improvement.
  • Equity Projects: Reconcile cap tables and take on other equity projects such as repricing, stock splits, and share conversions.
Requirements
  • Strong Background: Possess a strong background in support analyst roles, with experience in B2B relationship management and troubleshooting.
  • Financial Knowledge: Have a strong understanding of finance, equity, or related fields, with experience in building and maintaining relationships with customers and internal team members.
  • Problem-Solving: Demonstrate excellent problem-solving skills, with the ability to work proactively and autonomously, as well as collaboratively and effectively in a team setting.
  • Carta Platform Expertise: Develop expertise in the Carta platform, user personas, and relationships among law firms and company parties.
Competencies
  • Subject Matter Expertise: Develop subject matter expertise in Carta applications and ability to carry projects through to completion.
  • Standard Operating Procedures: Create and follow standard operating procedures.
  • Strategic Direction: Understand the strategic direction and goals for the overall support organization.
  • Carta Platform Knowledge: Have an excellent understanding of the Carta platform, user personas, and relationships among law firms and company parties.
  • Problem Ownership: Demonstrate a strong sense of problem ownership.
Nice-to-Haves
  • Brokerage Agent Experience: Possess experience as a brokerage agent or transfer agent.
  • Equity Administration: Have experience assisting companies with their cap table and equity plan administration.
  • Taxes and Accounting: Have a strong understanding of taxes concerning equity-based compensation and stock-based accounting.

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