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Customer Support Agent

Carta

Carta

Customer Service
London, UK
Posted on Thursday, May 2, 2024

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

In this role you will interact directly with Carta’s client-base that is located in Europe. As their primary point of contact, you will address inbound requests/inquiries over emails. A successful candidate will be comfortable and confident in written and verbal communication with all of Carta’s stakeholders including C-level executives, employees, law firms (partners and paralegals), as well as investors/board members. You will need to be able to learn quickly, execute smoothly, and intuitively solve problems.

  • Build strong customer relationships with customers while providing excellent customer support
  • Provide timely and accurate front-line support for all customers that your support segment services
  • Proactively follow-up with your clients and stay actively engaged from the day a case is opened
  • Proactively review customer case data to identify where customers can improve competency
  • Ensures proper adherence to Service Level Agreements (SLAs) across all channels
  • Prepares for, schedules, and conducts case review meetings and trainings with assigned customers
  • Takes on additional projects to drive product improvement, engages with product teams as necessary
  • Maintains a close relationship with Support leadership team to ensure alignment with overall Support goals
  • Reconciles cap table
  • Collect feedback on support cases to improve product functionality
  • Become an expert in our security and escalation practices
  • This role requires 3 days a week in our London based office

The Team You’ll Work With

We are looking for an individual to work alongside our Carta Europe Support team within our International Organization to help build the world’s next great financial infrastructure company.

About You

  • Fluent in English - both written and verbal - to communicate effectively with EU-based clients
  • Care deeply, genuinely, and passionately about client services and the role it plays in making a customer-centric company successful
  • Comfortable learning quickly and taking on new challenges
  • Ability to articulate both technical software issues as well as address equity/finance/accounting related questions in a clear and concise manner
  • Highly organized with a 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 as well as a strong sense of curiosity to solve problems
  • Experience in a fast paced, client facing environment is a plus!
  • Experience learning new technologies, platforms, and systems is a plus!
  • We are unable to provide visa sponsorship at this time

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 [email protected].

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.

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