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Support Analyst - Enterprise

Sandy UT, Rio de Janeiro, Brazil

The Company You’ll Join

Carta is a platform that helps people manage equity, build businesses, and invest in the companies of tomorrow. Our mission is to unlock the power of equity ownership for more people in more places. 

Carta is trusted by more than 40,000 companies and over two million people in nearly 160 countries to manage cap tables, compensation, and valuations. Carta also supports nearly 7,000 funds and SPVs, and represents nearly $130B in assets under administration. Carta's tender offer solutions have returned $14B to shareholders in secondary transactions. Today, Carta’s platform manages nearly three trillion dollars in equity globally. 

For more information about our offices and culture, check out our Carta careers page.

The Problems You’ll Solve 

The Support Analyst 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.

This role will be responsible for adhering to Service Level Agreements, conducting case reviews and training sessions with assigned customers, and proactively communicating captable errors and cleanup needs. Furthermore, theSupport Analyst maintains a distinguished level of knowledge and utilizes this knowledge to manage projects and carry them through to completion, assist in strategic decisions, and serve as a subject matter expert for others within the Support Team.

The Impact You’ll Have

  • Expected to become Subject Matter Experts in Carta applications for Late Stage Private/Enterprise companies
  • Provides timely and accurate information to inbound customer requests via phone, email, and Zoom Video calls
  • 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

About You

  • 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 and also collaborative and effective in a team setting
  • Assisting companies with their Cap table and Equity Plan administration. 

Competencies: (Required within 6 months)

  • Subject Matter Expertise in Carta applications and ability to carry projects through to completion
  • 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

  • Brokerage agent or transfer agent experience
  • Experience assisting companies with their Cap table and Equity Plan administration 
  • Assisting companies with their Cap table and Equity Plan administration 
  • Strong understanding of Taxes concerning equity based compensation
  • Understanding of stock based accounting at a high level

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 careers page 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 guidelines provided by the Federal Trade Commission (FTC). If you encounter any suspicious activity, please report it immediately to recruiting-systems@carta.com.

Awards and Acknowledgements

Companies and funds like Tribe and Pipe build their businesses on Carta. The company has been included on the Forbes World’s Best Cloud Companies, Fast Company's Most Innovative list, and Inc.’s Fastest-Growing Private Companies. We’ve also been recognized as a 2023 Built In Best Place to Work in the U.S., a Muse VIBE Award winner in the Vacation and Time Off category and certified as a Great Place to Work.

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