Senior Support Analyst

Senior Support Analyst

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 Private capital markets need a comprehensive software solution to replace outdated spreadsheets and fragmented service providers.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.

The Problems You'll Solve

The Product Services Analyst is responsible for providing best-in-class customer service for a portfolio of venture capital and private equity backed companies, with a focus on LLCs. They will be responsible for the daily support of helping our clients navigate the Carta platform and assist them with all their equity compensation needs.

This role will be responsible for adhering to Service Level Agreements, conducting case reviews and training sessions with assigned customers, and proactively communicating captable errors and cleanup needs. Furthermore, the Product Service Analyst maintains a distinguished level of knowledge and utilizes this knowledge to manage projects and carry them through to completion, assist in strategic decisions, and serve as a subject matter expert for others within the Support Team.

The Impact You'll Have

Become Subject Matter Experts in and provide front line support for Carta Core and LLC Next Gen platforms for corporations and LLCs.

• Provides timely and accurate information to inbound customer requests via phone, email, and Zoom Video calls
• Works closely with cross functional departments to ensure customer needs are met
• Ensures standard metrics are met in regards to Support contacts
• Ensures 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
• Identify, reproduce, and document bugs for the product and engineering teams
• Contribute to the ongoing learning and success of the team/company by sharing knowledge through mentorship, collaboration, and thorough documentation
• Takes on additional projects to drive product improvement, engages with product teams as necessary
• Reconciles Cap tables and is able to take on other equity projects such as repricing, stock splits and share conversions

About You

• Strong background in Support Analyst role
• Strong background in B2B relationship management
• Proven experience in building and maintaining relationships with customers and internal team members
• Strong understanding of finance, private equity, venture capital, or related field
• Experience in troubleshooting and problem solving
• Willing to work proactively and autonomously and also collaborative and effective in a team setting

Competencies: (Required within 6 months)

• Subject Matter Expertise in Carta applications (Core and Next Gen LLC) and ability to carry projects through to completion
• Ability to create and follow Standard Operating Procedures
• Understanding of strategic direction and goals for the overall Support organization
• Excellent understanding of the Carta platform, user personas, and relationships among our customers
• Strong sense of problem ownership.

Nice-to-Haves

• CEP certification
• Experience assisting companies with their Cap table and Equity Plan administration
• Strong understanding of Ai Tools
• Understanding of basic excel formulas