Customer Success & Content Specialist
Catlog
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Job Overview
Location
Remote
Employment Type
Full-time
Work Arrangement
Remote
Sector
Customer Service & Support
Experience Level
Mid-level (3-5 years)
About the Company
Job Description
Catlog is seeking a dynamic Customer Success & Content Specialist to join their remote team.
In this dual-focused role, your primary responsibility will be customer support. You will handle customer conversations across Intercom (connected to WhatsApp, Instagram DMs, email, and live chat) with speed, clarity, and warmth. When issues arise, you will take time to fully understand the problem, reproduce it where possible, and document your findings clearly before escalating to engineering. You will also maintain a detailed issue log, tracking open bugs, escalations, and resolutions to ensure customers are always kept in the loop.
Additionally, you will be responsible for creating engaging demo and how-to videos. This includes building and maintaining a library of walkthrough videos covering Catlog's key features, scripting, recording, and editing short-form product demo videos for onboarding and self-serve support. You will ensure this library remains updated as the product evolves.
To apply for this role, click the Apply button on this page and follow the instructions.
Required Skills
Key Responsibilities
- Handle customer conversations across Intercom (WhatsApp, Instagram DMs, email, live chat) with speed, clarity, and warmth.
- Understand, reproduce, and document customer issues before escalating to engineering.
- Maintain a detailed issue log, tracking open bugs, escalations, and resolutions.
- Build and maintain a library of walkthrough and how-to videos covering Catlog's key features.
- Script, record, and edit short-form product demo videos for onboarding and self-serve support.
- Keep the video library updated as the product evolves.
Qualifications
- Proven experience in customer support roles.
- Proficiency in using customer communication platforms like Intercom.
- Excellent written and verbal communication skills.
- Ability to clearly document and escalate technical issues.
- Experience in scripting, recording, and editing video content.
- Familiarity with product demo video creation.
- Strong organizational skills for maintaining issue logs and video libraries.
How to Apply
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The customer experience is paramount in today's competitive digital market. Catlog is seeking a Customer Success & Content Specialist to provide exceptional support and create valuable video content. You will manage customer interactions across multiple channels, ensuring swift and warm resolutions. Additionally, you will develop and maintain a library of demo and how-to videos, enhancing user onboarding and self-serve support, thereby contributing to customer retention and product adoption.
Posted Date
April 17, 2026