Support Analyst II

Carta; Greater London; On-site; GBP 32,000 - 52,000; Full time

Job summary

Carta is hiring for a Europe-based Support role located in London. You will be the primary contact for EU clients, addressing emails with clarity and professionalism, coordinating with executives, law firms, investors, and board members as needed.

The role emphasizes learning quickly, executing smoothly, and solving problems with a proactive, customer-centric approach. The successful candidate will work three days a week from our London office, building relationships, maintaining SLAs, and

Qualifications

• Fluent in English - both written and verbal.
• Care deeply, genuinely, and passionately about client services.
• Able to articulate technical software issues and equity/finance/accounting questions clearly.
• Highly organized with strong attention to detail.
• Diplomacy, tact, and poise under pressure when handling issues.

Responsibilities

• Build strong customer relationships with customers while providing excellent customer support.
• Provide timely and accurate front-line support for all customers.
• Proactively follow-up with your clients and engage from day one a case is opened.
• Review customer data to identify areas for client improvement.
• Ensure adherence to SLAs across all channels.
• Schedule and conduct case review meetings and trainings with clients.
• Collaborate with product teams to drive improvement based on feedback.
• Maintain alignment with Support leadership goals.
• Reconcile cap tables and assist with security practices.

Skills

Fluent in English

Highly organized

Excellent communication

Attention to detail

Client-focused

Job description

The Company You’ll Join

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.

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].