Customer Support Operations Associate

What you'll do

• Community Support (70%):
• 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.


• Expert Success (30%):
• 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 

What you'll bring

• 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.