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Carta is seeking a Support Analyst II to join its Europe Support team in London. You will serve as the primary point of contact for Carta's European client base, handling inbound support requests via email and other channels. This is a hybrid role requiring 3 days per week in the London office.
Key Responsibilities:
- Provide timely, accurate front-line support to assigned customer segments, ensuring adherence to Service Level Agreements (SLAs) across all channels
- Build and maintain strong customer relationships with diverse stakeholders including C-level executives, employees, law firms (partners and paralegals), and investors/board members
- Proactively follow up with clients and stay actively engaged from case opening through resolution
- Review customer case data to identify opportunities for customer improvement and competency development
- Schedule and conduct case review meetings and training sessions with assigned customers
- Reconcile cap tables and address equity/finance/accounting-related questions
- Collect feedback on support cases to inform product improvements and engage with product teams as needed
- Become an expert in security and escalation practices
- Take on additional projects to drive product improvement and support organizational goals
- Maintain close alignment with Support leadership on team objectives
About Carta:
Carta is the connected platform and AI-native ecosystem for private capital, trusted by 55,000 companies and 1.8M+ equity holders across 160+ countries. The platform consolidates software, services, and legal infrastructure for managing equity, fund administration, and transaction closing.
Requirements:
- Fluent in English (written and verbal) to communicate effectively with EU-based clients
- Ability to articulate both technical software issues and equity/finance/accounting questions clearly and concisely
- Strong organizational skills with meticulous attention to detail
- Excellent verbal and written communication skills with diplomacy and poise under pressure
- Ability to establish and maintain relationships with power users
- Comfortable learning quickly and taking on new challenges
- Genuine passion for client service and customer-centric operations
- Experience in fast-paced, client-facing environments is a plus
- Experience learning new technologies, platforms, and systems is a plus
- Note: Visa sponsorship is not available; candidates must have existing work authorization in the UK
