Customer Support Operations Associate

Job Description

Job DescriptionAbout Catalant:As the pioneer of Consulting 2.0, Catalant gives the world’s leading companies on-demand access to a community of highly vetted independent consultants and former operators. From individual consultants to full project teams, we deliver the right expertise to solve our clients’ most important challenges. Our clients include more than 30% of the Fortune 500, top private equity firms, and global consultancies, all seeking a more flexible, cost-effective way to get high-impact work done.
We’ve reimagined consulting for today’s world: it’s digitally enabled, fit-for-purpose, and designed to deliver outcomes, not just hours. Our proprietary platform powers our ability to connect companies with Catalant Experts and Teams who’ve solved similar problems before. Backed by world-class venture investors, we’re building the team that will take Catalant and the future of consulting to the next level.
Role Description:We’re looking for a proactive, detail-oriented Customer Support Operations Associate to join our team at Catalant. In this dynamic role, you’ll play a critical part in ensuring a seamless experience for both our clients and expert community. You’ll support end-to-end marketplace operations — from validating and onboarding top-tier independent consultants and boutique firms to providing exceptional day-to-day support that drives engagement and project success.
This role blends operational excellence with relationship management. You will be charged with validating, onboarding, and ensuring the success of sophisticated senior-level experts and boutique consulting firms in the Catalant marketplace as well as providing day-to-day support for clients and consultants, helping to answer questions, triage issues and add productivity to the business. If you thrive in a fast-paced environment, combine strategic thinking with scrappy start-up execution, and are seeking a role with diversified exposure and responsibilities , then this opportunity is a great fit for you! 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.

If you thrive in a fast-paced environment, excel at problem-solving, and enjoy wearing multiple hats to keep processes running smoothly, this opportunity offers both variety and meaningful impact.
At Catalant, we value diverse perspectives and experiences. We believe the best work happens when we create space for different voices and ideas. Whatever unique skills or background you bring, we look forward to learning from you and growing together.
Benefits
At Catalant, we strive to offer a work environment where employees can bring however much of their full, authentic self as they desire. With this in mind, we are happy to offer our employees: - 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

Equal Employment Opportunity PolicyCatalant is proud to be an equal opportunity workplace. Catalant makes employment decisions on the basis of merit and business objectives and does not discriminate against applicants or employees on the basis of age, race, color, religion, national origin, ancestry, gender (including gender nonconformity and status as a transgender individual), sexual orientation, pregnancy, marital status, military or veteran status, qualified physical or mental disability, genetic condition or predisposition, or any other status protected by law. All Catalant employees are prohibited from engaging in any form of discrimination.

We have a flexible hybrid work model, where employees local to our Boston headquarters come into our office on a flexible basis, and other employees are fully remote. We are hiring and conducting interviews and onboarding either virtually or in person if local to Boston, depending on what makes most sense based on the specific candidate and new hire. Talk to our People Team to learn more!

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.