Support Operations Specialist

Há 1 mês


Rio de Janeiro, Rio de Janeiro, Brasil Tbwa ChiatDay Inc Tempo inteiro
About the Role

We are seeking a highly skilled Support Analyst to join our Channel Support team within our Corporations Delivery Organization. As a key member of our team, you will play a critical role in building the world's next great financial infrastructure company.

Your primary responsibility will be to interact directly with Carta's client-base, addressing inbound requests and inquiries over phones and emails. You will need to be comfortable and confident in written and verbal communication with all stakeholders, including C-level executives, employees, law firms, and investors/board members.

Key Responsibilities:

  • Build strong customer relationships with paralegals and Law Firm sponsors to build credibility for Carta.
  • Proactively review customer case data to identify areas for improvement.
  • Ensure proper adherence to Service Level Agreements (SLAs) across all channels.
  • Serve as Point of Contact for top law firms.
  • Prepare for, schedule, and conduct case review meetings and trainings with assigned customers.
  • Proactively identify and communicate cap table errors to customers.
  • 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

We are looking for a highly organized and detail-oriented individual who is comfortable learning quickly and taking on new challenges. You should be able to articulate technical software issues as well as address equity/finance/accounting related questions in a clear and concise manner.

Key Requirements:

  • Fluent in English - both written and verbal.
  • Care deeply about client services and the role it plays in making a customer-centric company successful.
  • 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.

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 talent partner via email.



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