Customer Support Analyst

Carta; Greater London; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

A leading financial infrastructure company in Greater London seeks an experienced customer support role to manage client relationships and provide top-tier service. Responsibilities include proactive client engagement, case management, and collaboration with support teams. Ideal candidates will be fluent in English, organized, and possess strong problem-solving skills. The position offers a hybrid work schedule: 3 days in office and 2 days remote, ensuring a balance of flexibility and teamwork.

Qualifications

• Fluency in English, both written and verbal.
• Passionate about client services.
• Ability to learn quickly and manage new challenges.
• Strong attention to detail.

Responsibilities

• Build strong customer relationships while providing excellent support.
• Provide accurate front-line support for all customers.
• Proactively follow-up with clients.
• Ensure adherence to Service Level Agreements (SLAs).
• Conduct case review meetings and trainings.

Skills

Customer relationships

Effective communication

Technical issue articulation

Problem-solving

Organizational skills

Job description

Carta connects founders, investors, and limited partners through world‑class software, purpose‑built for everyone in venture capital, private equity and private credit. Trusted by 65,000+ companies in 160+ countries, Carta’s platform of software and services lays the groundwork so you can build, invest, and scale with confidence.

Carta’s Fund Administration platform supports 9,000+ funds and SPVs, representing nearly $185B in assets under management, with tools designed to enhance the strategic impact of fund CFOs. Recognized by Fortune, Forbes, Fast Company, Inc. and Great Places to Work, Carta is shaping the future of private market infrastructure.

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 Private capital markets need a comprehensive software solution to replace outdated spreadsheets and fragmented service providers.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.

Responsibilities

• Build strong customer relationships with customers while providing excellent customer support.
• Provide timely and accurate front‑line support for all customers in your support segment.
• Proactively follow‑up with your clients and stay actively engaged from the day a case is opened.
• Proactively review customer case data to identify where customers can improve competency.
• Ensure proper adherence to Service Level Agreements (SLAs) across all channels.
• Prepare for, schedule, and conduct case review meetings and trainings with assigned customers.
• Takes on additional projects to drive product improvement, engaging with product teams as necessary.
• Maintain a close relationship with Support leadership team to ensure alignment with overall Support goals.
• Collect feedback on support cases to improve product functionality.
• Become an expert in our security and escalation practices.
• This role requires 3 days a week in office.

The Team You’ll Work With

We are looking for an individual to work alongside our Carta Europe Support team within our International Organization to help build the world’s next great financial infrastructure company.

Qualifications

• Fluent in English – both written and verbal – to communicate effectively with EU‑based clients.
• Care deeply, genuinely, and passionately 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 both technical software issues as well as 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 as well as a strong sense of curiosity to solve problems.
• Experience in a fast‑paced, client‑facing environment is a plus!
• Experience learning new technologies, platforms, and systems is a plus!
• We are unable to provide visa sponsorship at this time.

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.
• 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].

We work on a hybrid schedule where we come into office 3×/week and work remotely the remaining 2 days. In‑office schedules are set by location and team. Please confirm you can work in person at the location(s) of the job listed above per this schedule.