Customer Support Operations Associate

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.

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.

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.