Support Analyst II New London, England

Carta, Inc.; Greater London; Hybrid; GBP 30,000 - 42,000; Full time

Job summary

Carta, Inc. is seeking a proactive European Support Specialist to handle inbound emails from Carta’s European client base. You will serve as the primary contact, communicating with executives, law firms, investors, and board members, and work to resolve inquiries efficiently.

You will build strong relationships, provide timely frontline support, and engage with product teams to drive improvements. The role requires three days per week in the London office and a strong customer-service mindset.

Qualifications

• Demonstrated experience providing customer support in a fast-paced environment.
• Excellent written and verbal English communication.
• Ability to manage multiple cases and build strong client relationships.

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
• Ensure proper adherence to SLAs across all channels
• Prepare, schedule, and conduct case review meetings and trainings with assigned customers
• Participate in product improvement by collaborating with product teams
• Maintain alignment with Support leadership 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 our London based office

Skills

Customer support

English fluency

Communication skills

Relationship building

Problem solving

Organizational skills

Learning quickly

Diplomacy under pressure

Job description

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.

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
• 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.
• 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].

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Carta’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.