Catalant Technologies

Customer Support Operations Associate

Catalant Technologies

full-time

Posted on:

Location Type: Hybrid

Location: Boston • 🇺🇸 United States

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Job Level

JuniorMid-Level

About the role

  • Effectively resolve customer (both Experts and clients) queries in a considerate, accurate, and timely manner.
  • Triage incoming requests and spot trends in customer issues to flag for the wider team, including Product, Legal, and Finance.
  • Provide targeted customer support at pivotal points in the Expert customer life cycle, leveraging thoughtful, personalized communication through email and live phone calls.
  • Partner with leadership to spearhead cross-functional workstreams, embedding Customer Support as a critical component of the Catalant go-to-market strategy, and helping the function scale and mature with Catalant’s business.
  • Identify and implement support process improvements throughout the support request life cycle.
  • Develop a deep understanding of Catalant’s product offering to anticipate customer needs and problems before they surface.
  • Proactively surface customer feedback and highlight improvement opportunities to inform Product, Marketing, and Customer Experience initiatives.
  • Identify, reproduce, and document bugs for our Product and Engineering teams.
  • Review and evaluate newly signed-up experts to determine readiness and fit for the Catalant marketplace.
  • Establish trust-based relationships with newly signed-up & established experts to coach them on competitively marketing their experience.
  • Provide ongoing advisory services to experts on an as-needed, as-requested basis.
  • Help create content and communications for helping our Experts stay informed, navigate, and succeed on the platform.
  • Support Catalant team members in identifying and recommending the best possible candidates for marketplace opportunities.
  • Develop a deep understanding of the independent consulting business model and anticipate market needs and product opportunities before they surface.
  • Work with Expert Operations leadership to support various cross-functional, strategic projects and tactics to drive company goals

Requirements

  • 3+ years of Customer Support experience, especially in an enterprise-focused role at a B2B technology company or marketplace platform company
  • The ability to smoothly transition between different job responsibilities throughout each workday
  • Proven ability to successfully work with a diverse array of stakeholders and expectations
  • A service-oriented approach that balances the needs of our experts, our clients, and our company
  • The ability to identify, diagnose, communicate and resolve customer requests quickly and efficiently, including reaching out to subject matter experts when necessary
  • Ample curiosity to dig in and solve problems with proactive, creative thinking
  • Exceptional verbal and written communication skills to deliver polished presentations, copy writing and other materials as needed
  • Ability to build effective, cross-functional professional relationships.
  • Self-motivation and an ability to thrive in a fast-moving startup environment.
  • While experience working with independent consultants or in marketplace organizations is not required, the ideal candidate will have a keen interest in both of these areas.
Benefits
  • Flexible paid time off
  • 13 company holidays + a week off from Christmas through New Years
  • Twelve weeks of paid parental leave regardless of how you choose to grow your family
  • Generous health insurance coverage as well as optional vision and dental
  • 401k to save for retirement
  • Pre-tax commuter and flexible spending accounts
  • A lifestyle spending account to be used towards cell phone, internet, commuting, and learning & development
  • Wellness stipend for your mental, emotional, or physical wellbeing needs and support
  • Work from Home stipend

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer supportproblem solvingbug documentationprocess improvementcontent creationdata analysisstakeholder managementmarketplace platform experienceB2B technology experienceconsulting business model understanding
Soft skills
communication skillsservice-oriented approachcuriositycreativityrelationship buildingself-motivationadaptabilityteam collaborationpresentation skillstime management