Lead, FA Support Team

**Please submit resumes in English**

The Problems You’ll Solve:

The Manager is ultimately responsible for HR-based initiatives (onboarding, learning and development, encouraging growth from a career and a metrics perspective). As a Support Manager, you’ll:

• Review team, product and individual performance metrics to provide recommendations to senior leadership, cross functional partners, and team members for areas of improvement


• Lead the implementation and execution of various strategic initiatives including but not limited to new processes, systems and tools across the department


• Contribute to product problem solving and help identify top problems that our customers experience


• Determine and build upon the ideal service model and processes for our customers


• Build effective relationships with cross-functional partners and stakeholders


• Provide recommendations to leadership, product and sales for how to to improve existing products and expand product features to ensure every customer is having a magical customer experience


• Work with subject matter experts on your team to enhance their knowledge and further their growth


• Contribute to development of service models for new customer types and products  

The Team You’ll Work With:

The Support Manager will be responsible for leading a team of Support Analysts that primarily service our clients. This leader will join a team of front line managers in support who play a critical role in building and supporting teams to ensure that every customer feels that they’ve been provided the highest quality support possible. 

About You:

• You focus on what could go right


• You are proactive and take ownership in all you do


• You are organized and extremely responsive in following up with requests made of you from both internal stakeholders and customers 


• You are effective with setting expectations and driving projects to completion 


• You can independently identify problems, perform root cause analysis and execute on action plans 


• You continually improve processes, playbooks & tools and ensure team adoption


• You guide daily team execution of operational responsibilities and empower your teams and teammates to continually improve


• You embody Carta’s OPITs and meet or exceed performance goals