Support Analyst

4 days ago

Singapore Carta Full time $60,000 - $80,000 per year
The Team You'll Work With

Our team's mission is to provide excellent customer service by leveraging our knowledge of equity and Carta to reduce customer effort and empower clients to efficiently manage their ownership.

As a Support Analyst, you will have the opportunity to support our product lines including: Cap Table Management and Carta Total Compensation.

The Problems You'll Solve

As one of the first few hires on the APAC Customer Support team, you will have a unique opportunity to make a significant impact on our business in the region. Serving as our customers' primary point of contact, support analysts will address inbound requests/inquiries over phone, chat and email.

A successful candidate will be comfortable and confident in written and verbal communication with whichever of Carta's stakeholders they end up working with. This could include C-level executives, customers' employees, law firms (partners and paralegals), as well as investors/board members. Support Analysts need to be able to learn quickly and effectively solve problems.

As a support analyst, the responsibilities and duties you can expect include:

  • Provide timely and accurate front-line support for all customers
  • Proactively follow-up with your clients and stay actively engaged from the day a case is opened
  • Engage with clients real-time via email and phone or zoom
  • Keep documentation of client interactions so that you and your teammates can identify and address trends through process improvement
  • Become an expert in our security and escalation practices
  • Train your clients based on the understanding you have acquired while working with them
  • Maintain an in-depth understanding of the software platform as well as all of Carta's business units - Private Markets and Valuations.
  • Assist with product development by testing new features and bug fixes as well as surfacing customer feedback
  • Contribute to the ongoing learning and success of the team/company by sharing knowledge through mentorship, collaboration, and thorough documentation
About You
  • Fluent in English with strong written and verbal communication skills
  • Experience working in a client facing role, preferably a call-center or similar style work environment
  • Customer Obsessed : Care deeply and passionately about the customer experience, and is able to maintain customer satisfaction scores even when case volume is high
  • Problem Solver : Driven to help and solve problems both for your clients and your team
  • Ownership : Take ownership of problems and enjoy making contributions to process improvements
  • Poised : Exhibit diplomacy, tact, and poise when communicating with clients or customers
  • Adaptable : Able to thrive in ambiguous environments and be nimble to changes

Even if you don't have all of the qualifications we've listed, please apply if you believe you could be impactful in this role

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