Customer Support Analyst, Venture Capital

Customer Support Analyst, Venture Capital

The Company You’ll Join

Carta develops purpose-built software that transforms traditional accounting into a powerful growth engine.

Carta’s world-class fund administration platform supports nearly 7,000 funds and SPVs, and represents nearly $130B in assets under management in venture capital and private equity.

Trusted by more than 40,000 companies, Carta also helps private businesses in over 160 countries manage their cap tables, valuations, taxes, equity programs, compensation, and more.

Together, Carta is setting a new standard as the end-to-end platform for private markets. Our best-in-class solution for fund management seamlessly integrates investor and portfolio company insights via a suite of tools designed ground-up to support the strategic impact of the fund CFO.

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.

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 talent partner via email.

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This role is located in Rio de Janeiro. We work in a hybrid model where we go into our office 3x/week and work remotely the other 2 days. Does this location and schedule work for you? * Select...

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