Customer Support Analyst, Corporations

Our team’s mission is to provide excellent customer service by leveraging our knowledge of equity and Carta to reduce customer effort and empower clients to efficiently manage their ownership. 

As a Support Analyst, you will have the opportunity to support one of product lines including: Cap Table Management, Carta Partner Program, Carta for LLCs, Launch and Carta Total Compensation.  

We are hiring multiple support analysts across our variety of delivery teams. As our customers’ primary point of contact, support analysts will address inbound requests/inquiries over phone, chat and email. A successful candidate will be comfortable and confident in written and verbal communication with whichever of Carta’s stakeholders they end up working with. This could include C-level executives, customers’ employees, law firms (partners and paralegals), as well as investors/board members. Support Analysts need to be able to learn quickly and effectively solve problems. 

As a support analyst, the responsibilities and duties you can expect include:

• 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 
• Engage with clients real-time via phone or zoom
• Keep documentation of client interactions so that you and your teammates can identify and address trends through process improvement
• Become an expert in our security and escalation practices
• Train your clients based on the understanding you have acquired while working with them

• Fluent in English with strong written and verbal communication skills
• Highly organized with strong attention to detail as our work is subject to many legal regulations
• Care deeply, genuinely, and passionately about client services 
• Excited to take on new challenges
• Responsive and able to complete tasks in a timely manner
• Ability to articulate technical and complex concepts in a clear and concise manner
• Ability to balance multiple active projects with competing priorities
• Exhibit diplomacy, tact, and poise when communicating with clients or customers
• Driven to help and solve problems
• Experience in a fast paced, client facing environment is a plus! 
• Experience learning new technologies, platforms, and systems is a plus!

Even if you don’t have all of the qualifications we’ve listed, please apply if you believe you could be impactful in this role! 

All of our US employees can expect the following benefits: 

• Equity
• Health, dental, and vision insurance covered at up to 100%
• Access to comprehensive on demand mental health program through Modern Health
• 401k + matching
• Minimum time off of 15/day per year, and flexible beyond that
• Parental Leave
• Fertility Benefits
• Unlimited book reimbursement
• Learning & development resources
• Robust Employee Resources Groups
• Employee Assistance Program