Customer Support Analyst, Investor Services

Customer Support Analyst, Investor Services

Carta connects founders, investors, and limited partners through world-class software, purpose-built for everyone in venture capital, private equity and private credit. Trusted by 65,000+ companies in 160+ countries, Carta's platform of software and services lays the groundwork so you can build, invest, and scale with confidence.

Carta's Fund Administration platform supports 9,000+ funds and SPVs, representing nearly $185B in assets under management, with tools designed to enhance the strategic impact of fund CFOs. Recognized by Fortune, Forbes, Fast Company, Inc. and Great Places to Work, Carta is shaping the future of private market infrastructure.

Together, Carta is creating the end-to-end ERP platform for private markets. Traditional ERP solutions don't work for Private Funds. Private capital markets need a comprehensive software solution to replace outdated spreadsheets and fragmented service providers. Carta's software for the Office of the Fund CFO does just that - it's a new category of software to make private markets look more like public markets - a connected ERP for private capital.

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 an Investor Services 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.

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.

Disclosures:

• We are an equal opportunity employer and are committed to providing a positive interview experience for every candidate.
• Carta uses E-Verify in the United States for employment authorization.
• For information on our data privacy policies, see Privacy, CA Candidate Privacy and Brazil Transparency Report .
• Please note that all official communications from us will come from an @carta.com or @carta-external.com domain. Report any contact from unapproved domains to security@carta.com.