Customer Support Specialist
VectraSalary not specified
Full Time
Entry Level & New Grad, Junior (1 to 2 years)
Not SpecifiedCompensation
Entry Level & New Grad, Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Venture Capital, Private Equity, Private Credit, FinTechIndustries
Requirements
- Fluent in English with strong written and verbal communication skills
- Experience working in a client facing role, preferably a call-center or similar style work environment
- Customer Obsessed: Care deeply and passionately about the customer experience, and able to maintain customer satisfaction scores even when case volume is high
- Problem Solver: Driven to help and solve problems both for clients and team
- Ownership: Take ownership of problems and enjoy making contributions to process improvements
- Poised: Exhibit diplomacy, tact, and poise when communicating with clients or customers
- Adaptable: Able to thrive in ambiguous environments and be nimble to changes
Responsibilities
- Provide timely and accurate front-line support for all customers
- Proactively follow-up with clients and stay actively engaged from the day a case is opened
- Engage with clients real-time via email, phone, or Zoom
- Keep documentation of client interactions to identify and address trends through process improvement
- Become an expert in security and escalation practices
- Train clients based on understanding acquired while working with them
- Maintain an in-depth understanding of the software platform and all of Carta’s business units (Private Markets and Valuations)
- Assist with product development by testing new features and bug fixes as well as surfacing customer feedback
- Contribute to the ongoing learning and success of the team/company by sharing knowledge through mentorship, collaboration, and thorough documentation
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
What is the location or work arrangement for this Support Analyst role?
This is one of the first few hires on the APAC Customer Support team, indicating a focus on the Asia-Pacific region, but specific office locations or remote policies are not detailed.
What salary or compensation can I expect for this position?
This information is not specified in the job description.
What key skills are required for the Support Analyst role?
Key skills include comfort and confidence in written and verbal communication, the ability to learn quickly, and effectively solving problems, along with maintaining an in-depth understanding of the software platform.
What is the team culture like at Carta for this role?
The team's mission is to provide excellent customer service by leveraging knowledge of equity and Carta to reduce customer effort and empower clients, with an emphasis on proactive engagement and process improvement.
What makes a strong candidate for this Support Analyst position?
A strong candidate is comfortable communicating with high-level stakeholders like C-level executives and investors, provides timely and accurate support, proactively follows up with clients, and excels at learning quickly to solve problems.
Carta
Financial platform for fundraising and equity management
About Carta
Carta provides a platform that helps businesses, particularly startups and investment firms, manage their fundraising processes more efficiently. The platform offers a variety of tools and services that assist in asset management, back office automation, and portfolio insights. One of its standout features is the use of machine learning to provide real-time market intelligence, which helps businesses make informed decisions about employee compensation. Additionally, Carta simplifies the process of equity sales for employees and investors, making it easier to navigate what can often be a complicated area. Unlike many competitors, Carta focuses on providing a comprehensive suite of services that not only streamline fundraising but also support audit, tax, and valuation needs. The goal of Carta is to make the fundraising journey faster, easier, and more cost-effective for its clients.
San Francisco, CaliforniaHeadquarters
2012Year Founded
$1,097MTotal Funding
SERIES_GCompany Stage
Fintech, AI & Machine Learning, Financial ServicesIndustries
1,001-5,000Employees
Benefits
Free lunch and snacks
Equity
Employee liquidity every 12-18 months
Risks
Increased competition from startups like Slice threatens Carta's market share.
Recent data breach raises concerns about Carta's data security.
Decline in venture deal count on Carta's platform indicates potential business slowdown.
Differentiation
Carta offers a comprehensive platform for managing equity electronically.
Carta provides real-time market intelligence powered by machine learning.
Carta simplifies equity sales for employees, stakeholders, and investors.
Upsides
Increased demand for digital equity management solutions benefits Carta.
Corporate Transparency Act creates a new market for Carta's compliance solutions.
Rising Series A valuations boost demand for Carta's services.
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