Support Analyst II

Overview

As a primary EU-based contact, you help Carta customers navigate the private capital platform with confidence. You’ll build strong relationships while delivering timely, accurate front-line support and coordinating with cross-functional teams to improve the product. Your work drives customer satisfaction, supports SLAs, and informs product improvements through feedback. You’ll work closely with the London office and contribute to a customer-centric support culture that scales with our growth.

Responsibilities

• Manage inbound inquiries from EU customers via email and other channels
• Build and maintain strong customer relationships and ensure excellent support experiences
• Provide timely, accurate front-line support and proactive follow-ups from case opening to resolution
• Review case data to identify improvement opportunities and raise product feedback
• Adhere to SLAs across all channels and coordinate case reviews and trainings with customers
• Lead or participate in projects to drive product improvements and align with Support goals
• Maintain security/escalation practices and educate customers on processes
• Reconcile cap tables and ensure data accuracy
• Collaborate with leadership and product teams to ensure aligned support strategies
• Prepare, schedule, and conduct case review meetings and trainings with assigned customers
• Becoming an expert in our security and escalation practices

Key requirements

• Fluent in English (written and verbal)
• Strong client-service mindset and genuine care for customer success
• Quick learner with ability to manage new challenges
• Ability to explain technical software issues and equity/finance questions clearly
• Highly organized with strong attention to detail
• Ability to build and maintain relationships with power users
• Professional, helpful demeanor with excellent communication skills
• Diplomacy and poise under pressure; curious to solve problems
• Experience in fast-paced, client-facing environments is a plus
• Experience learning new technologies/platforms is a plus
• No visa sponsorship available

• customer-centric mindset
• effective communication
• relationship-building
• expressing technical issues clearly
• understanding equity/finance/accounting concepts
• security and escalation practices

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