Support Analyst II

DBA CARTA, INC.; City of Westminster; Hybrid; GBP 28,000 - 42,000; Full time

Job summary

Carta is seeking a client-focused Support Associate to serve our European client-base from London. You will be the primary written and verbal contact for executives, law firms, investors and board members, handling inquiries and solving problems.

This role demands excellent English, quick learning, and a proactive approach to improve products. It is a hybrid position with three days in the London office, collaborating with product and leadership teams to ensure high SLAs and exceptional customer

Qualifications

• Fluent in English, written and spoken, with professional tone.
• Strong interpersonal skills to build client relationships.
• Excellent written communication for emails and docs.
• Effective verbal communication with diverse stakeholders.
• Demonstrated problem-solving and analytical abilities.
• Ability to learn quickly and adapt to new tools.

Responsibilities

• 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
• 3 days a week in our London based office; fluent English for EU-based clients

Skills

English fluency

Relationship building

Written communication

Verbal communication

Problem solving

Fast learner

Job description

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

  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

  Carta is the connected platform and AI-native ecosystem for private capital. Built to replace fragmented tools with a single system of record, Carta brings together the software, services, and legal infrastructure that founders use to manage equity, fund managers use to run administration and reporting, and legal teams use to close transactions. Trusted by 55,000 companies and 1.8M+ equity holders in 160+ countries, and 10,000 funds and SPVs representing $250B+ in assets under management, Carta is transforming how private capital operates. Recognized by Fortune, Forbes, Fast Company, Inc. and Great Places to Work.