Support Analyst - LLC

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. 

We founded Carta LLC in 2019 with a mission to expand Carta’s total addressable market and acquire more nodes in the ownership graph outside Venture; It’s our first step into alternative assets including Private Equity, Real Estate, Professional Services Organizations, Roll-ups, and other non-tech operating companies.

You’ll be joining a high growth team in a critical moment in time where we grow from 100 to 1000 customers.

As a member of the LLC support team, you’ll work to:

• Deliver white-glove customer service while foster meaningful relationships with our clients to insure that they get maximum value from our software
• Serve as a technical product expert to respond to queries from clients, the business and other internal departments
• Identify, recommend, test, and implement operational procedure improvement. You’ll contribute to the ongoing learning and success of the team/company by sharing knowledge through mentorship, collaboration, and thorough documentation
• Maximize customer satisfaction through a timely and accurate resolution of customer inquiries/issues
• Provide timely and accurate information to inbound customer requests via phone, email, and Zoom Video calls
• Work closely with product, engineering, business development, training, and other departments to ensure customer needs are met
• 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
• Take on additional projects to drive product improvement, engages with product teams as necessary

The Team You’ll Work With

This team will build strong relationships with our LLC customers, deliver magical experiences to our clients, develop processes and training materials, and be the voice of our customers to our product team. This is an exciting opportunity to build a new team in a mature, late stage private company.

About You

• Experience building relationships in a fast paced, client facing environment is a plus! 
• Able to quickly learn and understand our SaaS platform configuration and troubleshoot system issues
• Ability to simplify technical language and translate it into comprehensible documentation for our clients
• Ability to multitask while maintaining quality and productivity
• Strong written and verbal communication skills
• Highly organized with strong attention to detail as our work is subject to many legal regulations
• Care deeply, genuinely, and passionately about client services 
• Exhibit diplomacy, tact, and poise when communicating with clients or customers
• Driven to help and solve problems
• Experience learning new technologies, platforms, and systems is a plus!