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Support Analyst II

Carta· Customer Support
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Hybrid (London, England)full-timePosted 4d ago

About the role

Support Analyst II role based in London, UK, focusing on EU-based clients. Primary point of contact handling inbound inquiries via email, building relationships, ensuring SLAs, and contributing to product improvements. 3 days per week in the London office.

Responsibilities

  • Build strong customer relationships with customers while providing excellent customer support
  • Provide timely and accurate front-line support for all customers that your support segment services
  • Proactively follow-up with your clients and stay actively engaged from the day a case is opened
  • Proactively review customer case data to identify where customers can improve competency
  • Ensures proper adherence to Service Level Agreements (SLAs) across all channels
  • Prepares for, schedules, and conducts case review meetings and trainings with assigned customers
  • Takes on additional projects to drive product improvement, engages with product teams as necessary
  • Maintains a close relationship with Support leadership team to ensure alignment with overall Support goals
  • Reconciles cap table
  • Collect feedback on support cases to improve product functionality
  • Become an expert in our security and escalation practices
  • This role requires 3 days a week in our London based office

Qualifications

  • Fluent in English - both written and verbal - to communicate effectively with EU-based clients
  • Care deeply, genuinely, and passionately about client services and the role it plays in making a customer-centric company successful
  • Comfortable learning quickly and taking on new challenges
  • Ability to articulate both technical software issues as well as address equity/finance/accounting related questions in a clear and concise manner
  • Highly organized with a strong attention to detail
  • Ability to establish and maintain relationships with power users
  • Possess a helpful and professional attitude with excellent verbal and written skills
  • Exhibit diplomacy, tact, and poise under pressure when working through customer issues as well as a strong sense of curiosity to solve problems
  • Experience in a fast paced, client facing environment is a plus
  • Experience learning new technologies, platforms, and systems is a plus
  • We are unable to provide visa sponsorship at this time

Skills

Required:English fluency (written and spoken)Customer relationship managementCommunicationProblem solvingOrganization and attention to detail
Last updated Oct 21, 2026. Interested? Apply on the company site.
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About Carta

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Carta’s platform of software and services helps people manage equity, build businesses, and invest in the companies of tomorrow. Learn more.

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