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Customer Support Analyst, Venture Capital

Carta

Carta

IT, Customer Service
Rio de Janeiro, RJ, Brazil
Posted on Thursday, May 5, 2022

The Company You’ll Join

Carta is a platform that helps people manage equity, build businesses, and invest in the companies of tomorrow. Our mission is to unlock the power of equity ownership for more people in more places.

Carta is trusted by more than 40,000 companies and over two million people in nearly 160 countries to manage cap tables, compensation, and valuations. Carta also supports nearly 7,000 funds and SPVs, and represents nearly $130B in assets under administration. Carta's tender offer solutions have returned $14B to shareholders in secondary transactions. Today, Carta’s platform manages nearly three trillion dollars in equity globally.

For more information about our offices and culture, check out our Carta careers page.

The Problems You’ll Solve

At Carta, our employees set out on a mission to unlock the power of equity ownership for more people in more places. We believe that the problems we solve today unlock the opportunities of tomorrow. As a Venture Capital Support Analyst you’ll work to provide solutions and nurture successful, trusting relationships with all internal and external customers. You will:

  • Provide timely and accurate information to inbound customer requests via phone and email channels
  • Ensure 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
  • Conduct demos/webinars with customers as they are scheduled
  • Provide front-line Support for all competencies managed by the IS Support Team
  • Contribute to the ongoing learning and success of the team/company by sharing knowledge through mentorship, collaboration, and thorough documentation

The Team You’ll Work With

We are looking for an individual to work alongside our Investor Services Support team within our Venture Capital Organization to help build the world’s next great investor platform. We put our customers first, are willing to learn and grow, are problem solvers, work with urgency, ensure data security is a priority, maintain a professional community and work as one team.

* English Fluency Required*

About You

  • Able to communicate professionally in English with English-speaking clients
  • Ability to articulate both technical software issues as well as address equity/finance/accounting related questions in an accurate and concise manner in English both verbally and in writing
  • Comfortable learning quickly and taking on new challenges
  • Exhibit diplomacy, tact, and poise under pressure when working through customer issues as well as a strong sense of curiosity to solve problems
  • Demonstrates an ability to communicate in a timely and accurate manner with customers and internal teams
  • Experience in a Customer Service or client-facing role within SaaS
  • Proficient in Excel
  • Equity, financial or venture capital background is a plus

The Interview Process

We’ll review your application and if interested will schedule a phone interview to get to know each other. If that goes well, you’ll be given a written assessment to complete, and the final stage is a formal interview with several panels covering different aspects of the position.

We are an equal opportunity employer and are committed to providing a positive interview experience for every candidate. If accommodations due to a disability or medical condition are needed, please connect with the recruiter via email. As a company, we value fairness, helpfulness, transparency, leadership and build our teams around these values. Check out our careers page to get to know us better as you think about your next step at Carta.

Important Security Notice for Candidates

Our company has been targeted by individuals creating fake domains similar to ours to scam prospects and candidates. Please note that all official communications from us will come from an @carta.com domain. Be cautious of any requests for sensitive information or payments outside of our official channels. For more information about this type of scam, please review the guidelines provided by the Federal Trade Commission (FTC). If you encounter any suspicious activity, please report it immediately to recruiting-systems@carta.com.

Awards and Acknowledgements

Companies and funds like Tribe and Pipe build their businesses on Carta. The company has been included on the Forbes World’s Best Cloud Companies, Fast Company's Most Innovative list, and Inc.’s Fastest-Growing Private Companies. We’ve also been recognized as a 2023 Built In Best Place to Work in the U.S., a Muse VIBE Award winner in the Vacation and Time Off category and certified as a Great Place to Work.

Interested in data privacy? Check out our policies on Privacy and CA Candidate Privacy.