Support Analyst II

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