Go-to-Market Support Specialist

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Catalant’s Expert Marketplace platform has re-invented the $250 billion management consulting industry by connecting business leaders with world class independent consultants on-demand. With backing from some of the world’s top venture capital firms, Catalant is breaking records every quarter and doubling down on our growth strategy.

As we continue to bolster our industry-leading product, we are growing the team that will take Catalant to the next level, investing across the board in our people and products.

We are seeking an entrepreneurial, motivated Go-to-Market Support Specialist to bolster an essential part of our rapidly growing Expert Marketplace business. As a key member of our team, you’ll be the tip of the spear when it comes to ensuring that Catalant customers have a best-in-class experience as they find critical talent and strategic consulting opportunities through the Catalant Expert Marketplace. You’ll also provide real-time feedback to our Product team to help identify critical areas for enhancement.

Our team values diversity in experience and backgrounds—we do our best work when we create space for different voices and perspectives. Whatever unique experiences or skill sets you bring, we look forward to learning from each other.

What You’ll Do

  • Effectively resolve customer 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 Marketplace customer life cycle, leveraging thoughtful, personalized communication to Catalant users through email and live chat
  • Partner with leadership to spearhead cross-functional workstreams, embed Customer Support as a critical component of the Catalant go-to-market strategy, and help the function scale and mature with Catalant’s business
  • Identify and implement support process improvements throughout the support request life cycle
  • Effectively resolve customer 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
  • Develop a deep understanding of Catalant’s product offering to the point of anticipating customer needs and problems before they surface
  • Empathize with every aspect of the customer experience, putting customers’ needs first
  • 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

What You'll Bring

  • 0-2 years of Customer Support experience, especially in an enterprise-focused role at a B2B technology company or marketplace platform company
  • Ample, almost-overwhelming curiosity and a desire to dig in and solve problems 
  • A passion for outstanding customer service and an ability to engage customers with empathy and understanding
  • An ability to building effective, cross-functional professional relationships
  • Exceptional verbal and written communication skills, including a mastery of English and world-class diplomacy and tact
  • Self-motivation and an ability to thrive in an fast-moving startup environment
  • The ability to identify, diagnose, communicate and resolve customer requests quickly and efficiently, including reaching out to subject matter experts when necessary

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 + an All Company wellness day off each quarter
- 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
- Catalant sponsored membership to Calm 


Equal Employment Opportunity Policy
Catalant 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!

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Candidate Location Eligibility:
Boston, MA

Technology we use

  • Engineering
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • jQueryLibraries
    • FlaskFrameworks
    • MySQLDatabases
    • SalesforceCRM

An Insider's view of Catalant Technologies

What's something quirky about your company?

The CEO of Catalant genuinely knows what each person here does. Week after week, I watch Pat applaud employees, cheer them on for work and personal achievements, congratulate them on their work anniversaries and talk in-depth about what each employee has contributed to the company as well as how much he appreciates them.

Steph

Benefits & Payroll Specialist

How do you collaborate with other teams in the company?

We collaborate informally every day via tools like Slack & Google Docs. We also hold monthly sprint reviews, so the whole Catalant team can gain insight into what the product team is doing. Here we celebrate cross-functional wins & shout out individuals & teams involved in launching new features.

Adrya

Group Product Manager

How does the company support your career growth?

Catalant is an amazing place for career growth and development. Team leads and managers not only work with you on identifying the direction you would want to take your career but help build a plan, identify opportunities, and actually execute on that plan to get to the next level.

Hristo

Principal Engineer

How do you make yourself accessible to the rest of the team?

I try to interact with as many colleagues as possible across functions and levels, whether virtually or at events, to learn about their roles and where our paths may cross. I message that while I'm the company lawyer, I'm also happy to get involved in matters unrelated to legal if I can add value or be a sounding board. My door is always open!

Victoria

General Counsel

What are some social events your company does?

One particularly memorable event was something called "Chopped!", which is a riff on the cooking show, except the contestants and judges were all Catalant people. It was done totally remote, streamed from folk's kitchens on zoom, and it was a lot of fun.

Jake

Application Engineer

What are Catalant Technologies Perks + Benefits

Catalant Technologies Benefits Overview

Catalant provides unlimited time off, generous coverage of medical, dental and vision plans, commuter benefits, and lifestyle subsidies. We also provide unlimited snacks and free lunch every Friday!

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Open office floor plan
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 12 weeks of parental leave.
Flexible Work Schedule
Flexible start and end times.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Customized development tracks

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