Support Analyst

Menlo Ventures; Greater London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading financial technology firm in London is seeking a Client Support Specialist to manage customer inquiries and provide excellent service to European clients. The role requires strong communication skills in English, the ability to build solid customer relationships, and proficiency in problem-solving under pressure. Candidates should demonstrate passion for client success and be comfortable learning new technologies, with a commitment to maintaining high service standards in a team-oriented environment.

Qualifications

• Fluent in English to effectively communicate with EU-based clients.
• Genuine passion for client services and customer centricity.
• Experience in a client-facing environment is a plus.
• Ability to address technical software and equity/finance/accounting questions.
• Comfortable learning and adapting to new technologies.

Responsibilities

• Interact with Carta’s client-base located in Europe.
• Provide excellent customer support and solutions.
• Build strong customer relationships.
• Conduct case review meetings and trainings with assigned customers.
• Ensure adherence to Service Level Agreements (SLAs).
• Reconciling cap table and collecting feedback on support cases.

Skills

Fluent in English

Attention to detail

Excellent communication skills

Ability to solve problems

Client relations

Job description

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 Private capital markets need a comprehensive software solution to replace outdated spreadsheets and fragmented service providers.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

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

The Problems You’ll Solve

In this role you will interact directly with Carta’s client‑base that is located in Europe. As their primary point of contact, you will address inbound requests/inquiries over emails. A successful candidate will be comfortable and confident in written and verbal communication with all of Carta’s stakeholders including C‑level executives, employees, law firms (partners and paralegals), as well as investors/board members. You will need to be able to learn quickly, execute smoothly, and intuitively solve problems.

• Build strong customer relationships with customers while providing excellent customer support


• Provide timely and accurate front‑line support for all customers that your support segment services


• 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


• Ensures proper adherence to Service Level Agreements (SLAs) across all channels


• Prepares for, schedules, and conducts case review meetings and trainings with assigned customers


• Takes on additional projects to drive product improvement, engages with product teams as necessary


• Maintains a close relationship with Support leadership team to ensure alignment with overall Support goals


• Reconciles cap table


• 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 our London based 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.

About You

• 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.


• 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, see Privacy, 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].