The Team You’ll Work With

The Founder Success team is focused on building scalable processes and leveraging technology to deliver proactive customer education and engagement. The team works to enhance the customer experience, represent the customer internally, and help customers get the most value from their Carta subscription.

The Problems You’ll Solve

As a Support Analyst on the Founder Success team, you’ll be the first point of contact for customer questions and you’ll respond proactively. You’ll work to understand the challenges Carta’s customers face and enable them to effectively use Carta and extract maximum value.

• Work within a shared client ownership model to address sensitive inquiries related to contract renewals, pricing increases, and escalations

• Learn and carry out basic contract renewal discussions in line with established policies and procedures

• Handle account-level escalations using standard responses and collaborating closely with leadership

• Educate customers about Carta’s features and products through email and live calls, applying your knowledge of the Carta product suite and customer lifecycle

The Impact You’ll Have

By proactively engaging with Carta customers and monitoring incoming requests in real time, you’ll help improve retention, strengthen our future pipeline for new product lines, and support broader organizational change and our mission.

About You

We’re seeking customer-focused, organized professionals who can thrive in a fast-paced environment with multiple priorities. Success in this role depends on strong cross-department collaboration and communication, as well as excellent time management. We particularly value:

• Fluency in English with strong written and verbal communication skills

• Responsiveness and the ability to complete tasks promptly

• Previous experience in customer-facing roles supporting startups

• Experience communicating with customers in real time, such as via Zoom, phone calls, and live chat

• Experience using Salesforce or similar ticketing systems

• Diplomacy, calm judgment under pressure, and comfort with ambiguity

• A growth mindset, initiative, and an action-oriented approach

• Customer success experience, including the ability to handle difficult conversations while preserving relationships

• Strong communication, listening, facilitation, and negotiation skills

• Solid data analysis, organizational, and prioritization abilities

If you don’t meet every requirement, we still encourage you to apply—especially if you believe you can make an impact in this role.

$42,500 — $65,000/year