The Role
We're looking for a Senior Support Analyst to join our Customer Support team. As a Senior Support Analyst, you will provide best-in-class customer service for a portfolio of private equity backed companies and top PE firms.
Responsibilities
- Provide timely, accurate, empathetic support across phone, email, and zoom , clearly communicating with a wide range of user personas, particularly within the private equity industry
- Respond to support cases spanning a wide range of complexity surfaced from the cap table product
- Incorporate AI tools into daily workflows as a core way of working, not an add-on
- Context-switch comfortably between high-touch executive guidance and hands-on assistance (e.g., login issues) with a consistent white-glove service mentality
- Manage high-urgency cases with ownership; prioritize critically and adapt comfortably to an evolving company and product environment
- Operate in ambiguity, making informed decisions in never-before-seen situations
- Bring a proactive, creative mindset to problem-solving , you don't just apply the existing playbook, you look for a better way when one doesn't exist
- Read logs, error traces, and system output to troubleshoot technical issues beyond the standard playbook
- Read between the lines of a user's question to identify their actual need and drive a speedy, satisfactory resolution
- Reconcile cap tables and take on other equity projects such as repricing, stock splits, and share conversions
- Drive improvements to support processes and product, partnering cross-functionally to close gaps and increase customer adoption and satisfaction
Requirements
- 5+ years of experience in software development, technical support, or quality assurance
- Strong user empathy and expertise in the full lifecycle of a support case
- Strong Background in B2B relationship management
- Genuinely excited by solving problems , you find unresolved issues energizing, not draining, and you look for creative ways to get to a solution
- Genuine enjoyment of helping others learn new features and complex concepts
- Proven experience in building and maintaining relationships with customers and internal team members
- Strong understanding of finance, private equity, venture capital, or related field
- Experience in troubleshooting and problem solving
- Proactive and self-directed by nature , you look outside the box for solutions rather than waiting to be told what to do, while staying collaborative and effective in a team setting
- Deep sense of ownership and excitement to help build a team from its foundations
- Demonstrated ability to thrive in fast-paced, ambiguous environments
Nice-to-Haves
- ECA/CEP certification
- Claude 101 Certification
- Experience assisting companies with their Cap table and Equity Plan administration
- Strong understanding of Ai Tools
- Experience troubleshooting SSO and authentication flows
