Support Manager

Company: Carta
Location: Salt Lake City
Posted on: February 22, 2021

Job Description:

The Company You'll Join
At Carta we create owners and make private markets liquid.

We live in a world where some people live on the equity stack and enjoy exponential wealth growth and preferential tax treatment; others live on the debt stack and may work their entire lives for a company and retire only with the cash they've managed to save from their paychecks. Our contribution to solving the wealth inequality problem is moving people from the debt stack (payroll) to the equity stack. By making it as easy to issue equity to employees as it is to put them on payroll, we can create more owners.

At Carta, we are helpful, transparent, fair, and kind. We are relentless executors, unconventional thinkers, and masters of our craft.

To learn more, here is what one of our investors wrote about leading our Series F.
The Problems You'll Solve
We are looking for a high-performing individual to lead Customer Support Analysts within our SMB/MM Support Team in Salt Lake City. We will be accepting applications for this role until Friday, February 26th, 2021.

In this role, you will lead a team of Customer Support Analysts in their daily activities, and will be responsible for all aspects of their performance toward organizational goals.

The Customer Support Team Lead is an entry-level management role, in which you will be responsible for planning and managing the daily support activities of your team.

Client Services

Responsibilities

• Full HR reporting responsibility for your team members, which includes doing regular 1:1s, understanding their career goals, and being an advocate for those goals with the Customer Support Leadership team
• Work with other Team Leads and Customer Support Managers to ensure your teams are working together to accomplish the Support organization's objectives
• Work alongside with Recruiting Team to identify, evaluate and recruit candidates for the team as part of the Support organization's larger hiring plan
• Lead the rollout of system and process changes which are critical to the organization's success
• Provide subject matter expertise and policy guidance for team members
• Handle escalations from team members and interface with customers as necessary
• Provide performance feedback and coaching for your team members through Quality Assurance Reviews, QA Program participation, as well as weekly CSAT follow ups
• Review team and individual level metrics to identify opportunities for improvement, plan improvement initiatives, and lead execution of those plans with your team
• Support your team members in their competency development paths, ensuring they progress through the development program as effectively as possible
• Serve as the voice of your team in Customer Support leadership discussions across various departments in Carta
• Establish a positive, energetic environment in which your team members can grow and thrive
  
  Qualifications
  
  • The ideal candidate will have strong technical and business knowledge of Carta products, and has demonstrated exemplary customer-management & relationship-building skills amongst the existing team
  • 8-16+ months of demonstrated excellence as an individual contributor in Customer Support at Carta, or equivalent experience
  • Has accomplished the equivalent qualifications of a Senior Support Analyst, or equivalent experience
  • CEP Level 1 is a plus
    We are an equal opportunity employer and are committed to providing a positive interview experience for every candidate. If accommodations due to a disability or medical condition are needed, connect with us via email at . As a company, we value fairness, helpfulness, transparency, leadership and build our teams around these values. Check out our careers page to get to know us better as you think about your next step at Carta.

Keywords: Carta, Salt Lake City , Support Manager, Executive , Salt Lake City, Utah