Support Analyst II
Carta provides an intelligent platform for private capital operations, connecting data, workflows, and people.
About Carta
Carta operates a platform for private capital that helps companies, private equity and venture capital firms, limited partners, and other financial organizations manage portfolios, move money, and model investment scenarios. Its offerings include equity and cap table management, valuations, compensation, liquidity, fund administration, fund tax, SPVs, deal CRM, portfolio valuations, loan operations, LP analytics, compliance, contracts, and attorney-led legal services. Carta combines software, AI capabilities, and expert human services for private capital workflows.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will serve as a primary contact for European clients, responding to inbound email requests and managing cases through resolution. You will build customer relationships, uphold service-level agreements, conduct reviews and training, reconcile cap tables, collect feedback, support product improvements, and follow security and escalation practices.
Requirements
- Fluent written and verbal English
- Client service experience
- Ability to learn quickly and solve problems
- Ability to explain technical software issues and equity, finance, or accounting questions
- Organization and attention to detail
- Ability to build relationships with power users
- Written and verbal communication skills
- Experience in a fast-paced client-facing environment preferred
- Experience learning new technologies, platforms, and systems preferred
- Visa sponsorship is unavailable
Responsibilities
- Provide timely and accurate front-line customer support
- Respond to inbound client requests and inquiries by email
- Build and maintain customer relationships
- Follow up on open customer cases
- Review case data to identify customer competency improvements
- Maintain adherence to service-level agreements
- Conduct case review meetings and customer training
- Support product improvement projects and work with product teams
- Reconcile cap tables
- Collect customer feedback to improve product functionality
- Follow security and escalation practices
- Work in the London office three days per week
