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Support Operations Manager

2 meses atrás

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

About the Role

We are seeking an exceptional individual to join our Channel Support team within our Corporation's Delivery Organization. As a key member of our team, you will play a vital role in building strong relationships with our clients, ensuring their needs are met, and providing exceptional support.

Key Responsibilities

  • Provide top-notch support to our clients, addressing their inquiries and resolving issues in a timely and professional manner.
  • Build and maintain strong relationships with our clients, including C-level executives, employees, law firms, and investors/board members.
  • Proactively review client case data to identify areas for improvement and implement solutions to enhance their experience.
  • Ensure adherence to Service Level Agreements (SLAs) across all channels and maintain a high level of customer satisfaction.
  • Serve as a point of contact for top law firms and provide expert support to their clients.
  • Prepare for, schedule, and conduct case review meetings and trainings with assigned customers.
  • Identify and communicate cap table errors to customers and take proactive steps to resolve issues.
  • Take on additional projects to drive product improvement and engage with product teams as necessary.
  • Maintain a close relationship with Support leadership 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 take on 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.
  • Care deeply about client services and the role it plays in making a customer-centric company successful.
  • Comfortable learning quickly and taking on new challenges.
  • Ability to articulate technical software issues and address equity/finance/accounting related questions in a clear and concise manner.
  • Highly organized with a 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 and a strong sense of curiosity to solve problems.

What We Offer

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 recruiter via email. As a company, we value fairness, helpfulness, transparency, leadership, and build our teams around these values.