# Support Analyst II

**Company**: Carta
**Location**: London, England
**Work arrangement**: hybrid
**Experience**: mid
**Job type**: full-time
**Category**: Operations
**Industry**: Finance

**Apply**: https://job-boards.greenhouse.io/carta/jobs/8039149003?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_15672188-b1d

## Description

## Job Overview

You will join Carta, a leading platform for private capital, as a Support Analyst II. Your primary responsibility will be to interact directly with Carta's European client base, addressing inbound requests and inquiries via email.

## Key Responsibilities

- Build strong customer relationships and provide excellent customer support

- Respond to customer inquiries in a timely and accurate manner

- Proactively follow up with clients and stay engaged throughout the case lifecycle

- Review customer case data to identify areas for improvement

- Ensure adherence to Service Level Agreements (SLAs) across all channels

- Prepare for, schedule, and conduct case review meetings and trainings with assigned customers

- Take on additional projects to drive product improvement and engage with product teams as needed

- Maintain a close relationship with the Support leadership team to ensure alignment with overall Support goals

- Reconcile cap tables and collect feedback on support cases to improve product functionality

- Become an expert in security and escalation practices

## Requirements

- Fluent in English (written and verbal)

- Passionate about client services and customer-centricity

- Comfortable learning quickly and taking on new challenges

- Ability to articulate technical software issues and address equity/finance/accounting-related questions clearly and concisely

- Highly organised with 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

- Experience in a fast-paced, client-facing environment is a plus

- Experience learning new technologies, platforms, and systems is a plus

## Working Conditions

- This role requires 3 days a week in our London-based office

## Skills

### Required
- Client Services
- Customer Support
- Communication
- Problem-Solving
- Time Management
- Organisation

### Nice to have
- Experience in a fast-paced, client-facing environment
- Experience learning new technologies, platforms, and systems

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/carta/jobs/8039149003?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)