Support Operations Specialist

Há 3 dias

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 at Carta, a leading financial infrastructure company. As a Support Analyst, you will play a critical role in building strong relationships with our clients, including C-level executives, employees, law firms, and investors.

Key Responsibilities

  • Provide exceptional customer service through phone and email support, addressing inquiries and resolving issues in a timely and professional manner.
  • Build and maintain strong relationships with paralegals and law firm sponsors, ensuring credibility for Carta.
  • Proactively review customer case data to identify areas for improvement and provide recommendations for enhanced customer experience.
  • Ensure adherence to Service Level Agreements (SLAs) across all channels and serve as a point of contact for top law firms.
  • Prepare for, schedule, and conduct case review meetings and trainings with assigned customers.
  • Identify and communicate cap table errors to customers and take on additional projects to drive product improvement.
  • Maintain a close relationship with Support leadership to ensure alignment with overall Support goals and serve as a mentor and subject matter expert for internal Support 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, 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.

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. Check out our website to get to know us better as you think about 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. The company has been included on the list, and. We've also been recognized as a, a, and certified as a.

Interested in data privacy? Check out our policies on and

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