Client Support Coordinator

About Us

Join a Mission-Driven Company & Be the Voice Clients Trust

Economic Impact Catalyst (EIC) is the #1 solution for building and scaling economic development efforts through cutting-edge software and enterprise solutions. Our SaaS platform helps organizations drive economic growth through data-driven decisions and strategic interventions. We're looking for a Client Support Coordinator who takes ownership of every client concern from first contact through resolution, helping us deliver a support experience as dependable as the platforms we build.

The Role

The Client Support Coordinator manages client helpdesk requests and supports the administration and operation of EIC's Startup Space and Catalyzer platforms. The role blends client communication, technical troubleshooting, CRM documentation, platform and hub configuration, access administration, data management, process documentation, and basic quality assurance testing. You'll follow client concerns through to resolution, keep meticulous records, and collaborate closely with Client Experience, Customer Success, Product, Engineering, and other internal teams whenever escalation or additional support is needed.

What You'll Do:

Client Helpdesk & Communication

• Monitor, categorize, prioritize, and respond to client requests received through email, chat, video meetings, screen-sharing sessions, and phone calls
• Guide clients and platform users through technical processes clearly, patiently, and professionally, explaining concerns and known limitations in plain language
• Manage each helpdesk request from initial receipt through resolution or appropriate escalation, providing timely updates, approved workarounds, and realistic expectations
• Support frustrated or blocked users professionally and escalate urgent or high-impact concerns to the right internal team

CRM & Client Record Management

• Use HubSpot (or another approved CRM) to review and maintain client, organization, and contact records, and document client communications, support history, follow-up activities, and issue status
• Provide client coordination and customer-success support when assigned

Technical Troubleshooting & Escalation

• Diagnose common platform, account, browser, permission, form, email, and data-related issues, replicating them to identify root conditions

• Gather supporting evidence (screenshots, recordings, browser details, error messages, reproduction steps) and document expected vs. actual behavior

• Research and test safe, approved workarounds before communicating them to clients

• Submit clear, actionable escalations through Jira (or another approved system) and monitor them through resolution

• Confirm an issue is fully resolved before closing the related helpdesk request

Platform & Hub Configuration

• Create, configure, maintain, and update authorized client hubs and content in Startup Space, and support equivalent configuration work in Catalyzer
• Build and maintain forms, events, resources, announcements, surveys, and other platform content according to approved client requirements
• Confirm the correct client organization, platform, hub, and environment before making changes, and review completed configurations from both admin and end-user perspectives
• Support the migration or recreation of forms and content from Startup Space to Catalyzer, documenting platform differences and workarounds
• Escalate unavailable functionality or configuration gaps to Product, Engineering, or the appropriate owner

Forms, Data Entry & Data Quality

• Configure forms (questions, fields, response types, sections, required-field settings, form logic) and perform accurate data entry, field mapping, CSV preparation, and imports
• Validate records before and after imports or manual entry, identifying missing, duplicate, inconsistent, or incomplete data
• Submit test responses to confirm form data is recorded, displayed, and exported correctly
• Maintain the accuracy, consistency, and confidentiality of platform information

Access & Environment Administration

• Provide and manage approved Admin/Moderator access in Startup Space and Catalyzer according to established procedures

• Confirm user identity, organization, platform, hub, environment, requested role, and approval before granting or changing access

• Maintain working familiarity with production, staging, sandbox, and testing environments, following the principle of least privilege

• Document access requests, approvals, and completed actions, and escalate permission-related limitations to the appropriate team

Quality Assurance Testing

• Perform basic manual testing of platform features, forms, workflows, imports, permissions, and configurations, comparing expected vs. actual results
• Reproduce reported issues using the appropriate environment and user role, documenting defects with clear reproduction steps and evidence
• Report and track issues through Jira (or another approved system), retest fixes, and confirm resolution before closing
• Communicate testing results clearly to Client Experience, Product, Engineering, and other stakeholders

Documentation & Training

• Create and maintain knowledge base articles, FAQs, troubleshooting guides, standard operating procedures, and interactive Supademo walkthroughs

• Build, test, and maintain interactive Supademo walkthroughs for platform processes, new features, and client or internal training

• Document recurring issues, known limitations, approved workarounds, and feature requests in clear, accessible language for technical and non-technical audiences

• Update Catalyzer knowledge base content through Webflow and create supporting guides using Canva, Google Workspace, or Microsoft 365

Client Operations & Campaign Support (when assigned as a CSM or secondary support to an

Account Executive or Client Experience team member)

• Support authorized client campaigns, announcements, and manual builds in Startup Space.
• Validate campaign content, recipient information, links, and calls to action before distribution, and monitor delivery, open, click, and bounce activity through Mandrill or another approved platform.
• Prepare campaign summaries and coordinate with internal teams and clients on requirements, approvals, and follow-up.

Internal Coordination & Task Management

• Track assignments, escalations, deadlines, and handoffs through Trello, Jira, and other approved systems.
• Collaborate across Client Experience, Customer Success, Product, Engineering, Sales, and Marketing, surfacing recurring client concerns, pain points, and product feedback.
• Participate in client meetings, demonstrations, training sessions, and troubleshooting calls, managing multiple priorities with strong attention to detail and follow-through.

Responsible AI Use & Cybersecurity

• Use approved AI tools responsibly for research, drafting, summarization, documentation, and troubleshooting assistance — always reviewing and verifying AI-generated output before use.
• Never enter passwords, credentials, or sensitive client or company data into an unauthorized AI system, and disclose AI assistance when required by policy.
• Follow EIC's cybersecurity, privacy, and access-control policies, using 1Password (or another approved manager) for shared credentials.
• Stay alert to phishing, impersonation, and social-engineering attempts, verify high-risk requests through approved channels, and promptly report suspected security incidents.
• Complete required cybersecurity, data-privacy, and compliance training

You're a Perfect Fit If You Have:

• Relevant professional experience in client operations, helpdesk coordination, customer success, technical assistance, SaaS support, or a related function
• Experience assisting clients through email, live chat, video meetings, screen sharing, and phone calls
• Experience working with SaaS platforms, client accounts, user access, forms, or administrative environments
• Experience with data entry, CSV preparation, spreadsheets, imports, and basic data validation
• Experience creating process documentation, training materials, or interactive walkthroughs (Supademo or similar)
• Familiarity with HubSpot or another CRM
• Working knowledge of basic manual QA testing, issue reproduction, defect documentation, and fix verification
• Proficiency in Google Workspace and Microsoft 365, particularly Excel and Google Sheets
• Strong written and verbal communication skills, with the ability to explain technical information clearly to non-technical users
• Strong attention to detail, organization, problem-solving ability, ownership, and follow-through

Tools & Systems

• Startup Space, Catalyzer, and Catalyzer Admin
• HubSpot or another CRM
• Trello and Jira
• Supademo
• Mandrill
• Canva and Webflow
• Google Workspace
• Microsoft 365, including Excel, Word, PowerPoint, Outlook, and Teams
• Google Meet, Microsoft Teams, and Zoom
• Read AI or another approved meeting-transcription tool
• 1Password or another approved password manager
• Gemini, ChatGPT, Claude, or other approved AI tools
• Browser developer tools for basic troubleshooting

Our Values in Action:

We're looking for someone who naturally embodies:

• Curiosity: You dig into the “why” behind a client's issue instead of settling for a quick fix. You explore the platform, ask questions, and build the kind of product knowledge that lets you spot patterns others miss.
• Ownership: You follow a concern all the way to resolution, even after it's been escalated elsewhere. You keep your records accurate, your follow-ups on time, and you don't consider an issue closed until the client actually feels resolved.
• Empathy: You remember there's a real person — often mid-frustration — on the other side of every ticket. You explain things patiently, set honest expectations, and treat every client interaction as a chance to build trust.

What We Offer:

Professional Growth

• Hands-on exposure to every layer of a growing SaaS platform — from client-facing support to platform configuration and QA
• Direct collaboration with Client Experience, Product, and Engineering teams
• Room to grow into Client Experience, Customer Success, or Platform Operations roles as EIC scales

Work Environment

• Fully distributed team with flexible working arrangements
• Collaborative, detail-oriented culture that values follow-through and clear communication
• Supportive environment where questions and learning are encouraged

Impact

• Help entrepreneurs and economic developers get unstuck so they can focus on building their businesses and communities
• See the direct results of your troubleshooting and documentation in smoother client experiences across dozens of states

Ready to Be the Client's Best Advocate?

If you're someone who takes pride in solving problems, documenting things clearly, and making technology feel less intimidating for the people who rely on it, wed love to hear from you.