Admin Services Manager
1 semana atrás
**The Company You'll Join**:
At Carta we create owners and make private markets liquid.
We live in a world where some people live on the equity stack and enjoy exponential wealth growth and preferential tax treatment; others live on the debt stack and may work their entire lives for a company and retire only with the cash they've managed to save from their paychecks.
Our contribution to solving the wealth inequality problem is moving people from the debt stack (payroll) to the equity stack.
By making it as easy to issue equity to employees as it is to put them on payroll, we can create more owners.
At Carta, we are helpful, transparent, fair, and kind.
We are relentless executors, unconventional thinkers, and masters of our craft.
Learn more about our Series G fundraising round here.
**The Problems You'll Solve**:
The Admin Service Manager is responsible for providing best-in-class customer service for a specific portfolio of Late Stage Private/Enterprise customers.
They will be responsible for the daily support of helping our clients navigate the Carta platform and assist them with all their equity compensation needs.
**About You**:
- Works closely with other departments to ensure customer needs are met
- Ensures standard metrics are met in regards to Support contacts
- Ensures 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
- Provides 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
- Manages 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 to take on other equity projects such as repricing, stock splits and share conversions
**Qualifications**
- 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 but must also be a team player
- Brokerage agent or transfer agent experience is a plus
- Assisting companies with their Cap table and Equity Plan administration.
- Strong understanding of Taxes concerning equity based compensation is a plus.
- Understanding of stock based accounting at a high level is a plus.
**Competencies: (Required within 6 months)**
- 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**:
- Carta is a Series E company and is backed by top-tier VCs like Andreessen Horowitz, Lightspeed Venture Partners, Meritech Capital, and more.
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