Support Analyst - Enterprise

The Problems You’ll Solve 

The Support Analyst is responsible for providing best-in-class customer service for a specific portfolio of Late Stage Private/Enterprise customers. They will be responsible for the daily support of helping our clients navigate the Carta platform and assist them with all their equity compensation needs.

This role will be responsible for adhering to Service Level Agreements, conducting case reviews and training sessions with assigned customers, and proactively communicating captable errors and cleanup needs. Furthermore, theSupport Analyst maintains a distinguished level of knowledge and utilizes this knowledge to manage projects and carry them through to completion, assist in strategic decisions, and serve as a subject matter expert for others within the Support Team.

The Impact You’ll Have

• Expected to become Subject Matter Experts in Carta applications for Late Stage Private/Enterprise companies
• Provides timely and accurate information to inbound customer requests via phone, email, and Zoom Video calls
• Works closely with other departments to ensure customer needs are met
• Ensures standard metrics are met in regards to Support contacts
• Ensures accurate documentation of customer interactions within Salesforce to facilitate feedback between Support and Product, as well as with the customer
• Triage incoming requests and identify trends/patterns across customer base in order to flag issues as well as potential solutions for the rest of the team
• Identify, reproduce, and document bugs for the product and engineering teams
• Provides front-line Support for all competencies specifically for Late Stage Private/Enterprise Companies
• Contribute to the ongoing learning and success of the team/company by sharing knowledge through mentorship, collaboration, and thorough documentation
• Manages case escalations, feature requests, and regular check-ins for  Late Stage Private/Enterprise customers
• Takes on additional projects to drive product improvement, engages with product teams as necessary
• Reconciles Cap tables and is able to to take on other equity projects such as repricing, stock splits and share conversions

About You

• Strong background in Support Analyst role
• Strong Background in B2B relationship management 
• Proven experience in building and maintaining relationships with customers and internal team members
• Strong understanding of finance, equity, or related field 
• Experience in troubleshooting and problem solving
• Willing to work proactively and autonomously and also collaborative and effective in a team setting
• Assisting companies with their Cap table and Equity Plan administration. 

Competencies: (Required within 6 months)

• Subject Matter Expertise in Carta applications and ability to carry projects through to completion
• Ability to create and follow Standard Operating Procedures
• Understanding of strategic direction and goals for the overall Support organization
• Excellent understanding of the Carta platform, user personas, and relationships among law firm and company parties
• Strong sense of problem ownership.

Nice-to-Haves

• Brokerage agent or transfer agent experience
• Experience assisting companies with their Cap table and Equity Plan administration 
• Assisting companies with their Cap table and Equity Plan administration 
• Strong understanding of Taxes concerning equity based compensation
• Understanding of stock based accounting at a high level

Last updated on Aug 16, 2024