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!