Lead, FA Support Team

Menlo Ventures; Rio de Janeiro; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

Carta is seeking a Support Manager to lead a team of Support Analysts, responsible for enhancing customer experience and implementing strategic initiatives. This role focuses on improving processes and relationships with stakeholders while ensuring high-quality support for clients. Join a thriving environment dedicated to innovation in private market software solutions.

Qualificações

• Focus on growth and metrics perspective.
• Ability to improve processes and tools.
• Experience in leading support or customer service teams.

Responsabilidades

• Lead the implementation of strategic initiatives.
• Review performance metrics for recommendations.
• Contribute to product problem solving.

Conhecimentos

Proactive

Organized

Responsive

Problem-solving

Leadership

Descrição da oferta de emprego

The Company You’ll Join

Carta connects founders, investors, and limited partners through world-class software, purpose-built for everyone in venture capital, private equity and private credit.

Carta’s fund administration platform supports nearly 7,000 funds and SPVs, representing $150B in assets under administration in venture capital and private equity. Trusted by more than 40,000 companies, Carta also helps private businesses in over 160 countries manage their cap tables, valuations, taxes, equity programs, compensation, and more.

Together, Carta is creating the end-to-end ERP platform for private markets. Traditional ERP solutions don’t work for Private Funds. Private capital markets need a comprehensive software solution to replace outdated spreadsheets and fragmented service providers. Carta’s software for the Office of the Fund CFO does just that - it’s a new category of software to make private markets look more like public markets - a connected ERP for private capital.

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

**Please submit resumes in English**

The Problems You’ll Solve:

The Manager is ultimately responsible for HR-based initiatives (onboarding, learning and development, encouraging growth from a career and a metrics perspective). As a Support Manager, you’ll:

• Review team, product and individual performance metrics to provide recommendations to senior leadership, cross functional partners, and team members for areas of improvement
• Lead the implementation and execution of various strategic initiatives including but not limited to new processes, systems and tools across the department
• Contribute to product problem solving and help identify top problems that our customers experience
• Determine and build upon the ideal service model and processes for our customers
• Build effective relationships with cross-functional partners and stakeholders
• Provide recommendations to leadership, product and sales for how to to improve existing products and expand product features to ensure every customer is having a magical customer experience
• Work with subject matter experts on your team to enhance their knowledge and further their growth
• Contribute to development of service models for new customer types and products

The Team You’ll Work With:

The Support Manager will be responsible for leading a team of Support Analysts that primarily service our clients. This leader will join a team of front line managers in support who play a critical role in building and supporting teams to ensure that every customer feels that they’ve been provided the highest quality support possible.

About You:

• You focus on what could go right
• You are proactive and take ownership in all you do
• You are organized and extremely responsive in following up with requests made of you from both internal stakeholders and customers
• You are effective with setting expectations and driving projects to completion
• You can independently identify problems, perform root cause analysis and execute on action plans
• You continually improve processes, playbooks & tools and ensure team adoption
• You guide daily team execution of operational responsibilities and empower your teams and teammates to continually improve
• You embody Carta’s OPITs and meet or exceed performance goals

Disclosures:

• 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.
• Carta uses E-Verify in the United States for employment authorization. See the E-Verify and Department of Justice websites for more details.
• For information on our data privacy policies, seePrivacy,CA Candidate Privacy, and Brazil Transparency Report.
• Please note that all official communications from us will come from an @carta.com or @carta-external.com domain. Report any contact from unapproved domains to [e-mail].