Customer Support Specialist

Catalyst Exchange is seeking a detail-oriented, analytically minded Customer Support Specialist to join our growing team. This role sits at the intersection of users, product, and technology, helping deliver a seamless experience through troubleshooting and clear communication.

The ideal candidate enjoys investigating problems, identifying patterns in user behavior, and translating complex workflows into clear explanations. In addition to resolving user issues, this role will help improve our knowledge base and AI-powered support systems by turning real user questions into documentation and training inputs that help both humans and AI better support our community.

This position reports to the Customer Support Lead.

Your Role & Responsibilities

As the Customer Support Specialist, your responsibilities will include the following areas:

Customer Support & Troubleshooting (~40%)

• Respond to user inquiries via Intercom and email with clarity, accuracy, and empathy
• Investigate reported issues by reproducing workflows, reviewing account activity, and validating expected platform behavior
• Distinguish between user workflow questions and potential product bugs
• Document troubleshooting findings clearly and escalate confirmed issues with relevant context and reproduction steps
• Guide users through platform workflows and best practices to help them successfully use the platform
• Maintain organized and accurate ticket handling using established support workflows, tags, and templates

Knowledge Base & Documentation (~20%)

• Create and maintain Help Center articles that clearly explain product workflows, troubleshooting steps, and common user questions
• Translate recurring support conversations into structured documentation that improves user self-service
• Update knowledge base content to reflect product updates and evolving user needs
• Identify gaps in documentation and proactively suggest improvements that reduce repeat support inquiries
  
• Contribute to internal support documentation and playbooks that improve team consistency and efficiency

AI Support Systems & Knowledge Training (~25%)

• Review AI-generated support responses to ensure accuracy, clarity, and alignment with product functionality
• Identify gaps or inaccuracies in AI responses and improve them through better knowledge articles and training examples
• Convert common user questions and support edge cases into structured training inputs for the AI support agent
• Label and categorize support conversations to improve AI learning and response quality
• Continuously refine prompts, workflows, and training inputs that power the AI support system
• Monitor patterns in AI responses to identify areas where the system needs additional training or improved knowledge coverage
• Collaborate with the Support Lead and Product team to improve the effectiveness of AI-assisted support

User Insights & Product Feedback (~15%)

• Identify recurring user questions, friction points, and feature requests through support interactions
• Surface actionable insights that help inform product improvements and roadmap discussions
• Track emerging patterns in support tickets and help summarize trends for internal teams
• Support follow-up outreach for NPS or customer feedback under guidance from the Support Lead
• Contribute ideas that help reduce recurring issues and improve the overall user experience

Qualifications

Required Skills & Experience

• 0–2 years of experience in customer support, help desk, internship, or other customer-facing role
• Experience using a customer support platform (e.g., Intercom, Zendesk, Jira Service Management, or similar)
• Demonstrated analytical mindset and structured problem-solving ability
• Strong written communication skills, with the ability to explain technical concepts clearly and simply
• Ability to manage multiple open tasks (tickets, follow-ups, and small projects) while maintaining strong attention to detail
• Comfort learning new digital tools and navigating web-based platforms
• Familiarity with common workplace tools such as Google Workspace and Slack
• Proactive, growth-oriented mindset with curiosity and willingness to improve systems and workflows

Preferred Skills & Experience

• Interest in exploring how AI tools can improve productivity, problem-solving, and support workflows
• Experience using AI tools (such as ChatGPT, Claude, or similar) to assist with writing, research, or workflow improvement
• Experience updating documentation or maintaining a knowledge base
• Familiarity with workflow or automation tools (e.g., Zapier or other no-code tools)
• Comfort reviewing basic data trends in spreadsheets or dashboards
• Familiarity with Airtable or similar data management tools
• Basic understanding of SQL or willingness to learn simple queries to investigate user issues and support data troubleshooting
• Exposure to SaaS platforms or technical troubleshooting environments
• Prior experience working in nonprofits, education, or other mission-driven organizations

Good to Know

• Compensation: Salary range: $52,000 - $61,000, commensurate with experience. Benefits include medical and dental insurance, 403(b) with up to 5% match on base salary, and a generous leave policy.
• Team: You will work closely with the Customer Support Lead,
  Product and Technology, and collaborate across the organization.
• Preferred Start Date: As soon as possible.
• Location: Catalyst Exchange works nationally. Team members can work from a U.S.-based location of their choosing. This position will interface with multiple stakeholders across multiple time zones and will need to be available to start work at 9 AM CST.
• Travel Requirements: Occasional travel required for in-person team meetings.

Success Outcomes

By the end of your first three months, you will:

• Independently resolve Level 1 user inquiries with accuracy, clarity, and care
• Consistently meet agreed-upon support benchmarks such as response time, resolution time, and customer satisfaction (CSAT)
• Demonstrate clear and thorough documentation when escalating issues, including reproduction steps and relevant context
• Contribute updates or improvements to Help Center articles based on common user questions
• Begin identifying recurring user friction points and patterns in support inquiries
• Participate in reviewing AI-generated support responses and identifying opportunities for improvement

By the end of your first six months, you will:

• Confidently troubleshoot more complex user issues and reproduce potential product bugs
• Improve Help Center coverage by updating or creating 5–10 key knowledge articles
• Contribute training examples or documentation improvements that measurably improve AI-generated support responses
• Surface recurring support themes and contribute to at least one documented workflow, documentation, or AI training improvement
• Support NPS follow-up efforts and help track emerging sentiment trends from user feedback

By the end of your first twelve months, you will:

• Serve as a trusted resource for troubleshooting complex user workflows
• Consistently meet or exceed support KPIs including response time, resolution time, and customer satisfaction
• Regularly contribute insights to Product discussions based on patterns observed in support tickets
• Support testing and validation of new feature releases prior to launch
• Proactively recommend and help implement improvements that increase support efficiency, improve AI support responses, or reduce recurring user issues

How to Apply

If this sounds like the right role and the right mission for you, please complete the application. We will review applications on a rolling basis shortly after they are received. The selection process includes a work exercise, 3-4 virtual interviews of 45-60 minutes each, and reference checks. Catalyst Exchange is an equal opportunity employer and is committed to providing equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law.