Support Lead Job in Carta

The Team You ll Work With:

We are looking for an extraordinary individual to manage our global Core Services team in our India office, within our Delivery Organization to help build the world s next great financial infrastructure company.

This role will play a critical role in building teams to ensure that every customer feels that they ve been provided the highest quality support possible. This manager will help define strategy, hire and enable teams of a-players, implement new processes, and help educate our customer base on value-additive changes to the platform.

The Problems You ll Solve:

• Lead and develop a team, share best practices, provide performance feedback and coaching, and ultimately ensure your team is working together to accomplish the Delivery organization s objectives
• 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
• Provide impeccable customer service to fill product gaps and provide feedback to the product and go to market teams on how to improve the product and messaging
• Determine and build upon the ideal service model and processes for our customers
• Provide world class service to all our customers
• Hire and scale a global team of individual contributors that inspire loyalty and references by our customers
• Work with internal teams to improve the customer experience and efficiency by investing in processes, tools, and training
• Build effective relationships with cross-functional partners and stakeholders
• Collaborate with finance and strategy to make recommendations on capacity planning, resource requests and strategic areas of investment
• 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 to enhance their knowledge to ensure Carta is the dominant thought leader
• Determine service model for new customer types and products

About You:

• Experience hiring and scaling teams across multiple pillars while managing globally
• You have an incredible attitude and 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 extremely 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 to continually improve and mobilize to execute on their strategic initiatives
• You will develop a high-functioning and successful team who embody Carta s OPITs and meet performance goals
• You will manage your teams to budgetary constraints
• You will have full HR reporting responsibility for all your team members, which includes hiring, training, doing regular 1:1s, understanding their career goals, and being an advocate for those goals within the Corporations Delivery Org

Client Management:

• Maintains confidentiality of sensitive client material and prioritizes the secure, private transfer of such data
• No errors in client communication and data passed to client
• Incredible relationship management skills across a variety of stakeholders

Organizational Support:

• Provides regular status updates as needed to leadership and our marketing and product stakeholders
• Participate in testing features and providing meaningful feedback to R&D
• Builds productive internal and external relationships
• Strong awareness of industry and department best practices and shows proven execution of those best practices throughout work assessment
• Produces work of consistent high quality with no oversight
• Ability to review work, and provide coaching and feedback for the growth of their team members.
• Providing mentorship where applicable, acting as a force multiplier at Carta
• Leverage business acumen and product familiarity to provide feedback to the rest of the org and throughout all Carta.
• Assist in training and developing talent for new individuals at Carta
• Create a culture that is positive, inclusive, and engaging across the team that you lead
• Develop the Carta OPITs in your team members
• Identify and understand the root causes of performance metric trends
• Independently identify problems impacting your team's progress and mobilize initiatives to solve them
• Identify and mitigate execution risks before they become impactful problems
• Develop deep business and technical acumen relevant to your team's responsibilities
• Create leverage across your team and share it with the broader Delivery organization
• Build strong working relationships with other organizations in Carta that directly interact with your team
• Facilitate development of team strategies with your team members where appropriate
• Lead team goal-setting and define deliverables and timelines across your team
• Consistently teach team members skills required to progress in their careers
• Partner closely with your HRBP to solve HR problems impacting your teams
• Develop interviewing protocol to ensure we recruit the best talent
• Analyze the root causes of team eNPS feedback, and develop and execute on action plans to address them
• Participate in talent and succession planning
• Forecast staffing needs required to execute to your org's goals
• Define metrics that matter and appropriate dials and gauges that support them
• Develop problem descriptions for the roles in your organization