Founded in 2016, Katalon is the leading provider of a modern, comprehensive quality management platform. Katalon Platform enables quality assurance, DevOps, and software teams of any size to deliver world-class customer experiences faster, easier, and more efficiently.
Since its first launch, Katalon has experienced tremendous growth, serving more than 30,000 teams around the globe, many of which are in the Fortune Global 500, such as PwC, KPMG, Abbott, etc. Katalon is recognized as a top automation tool by prestigious review sites, such as G2, Gartner, Capterra, and IT Central Station.
ABOUT THE ROLE
We’re looking for a proactive and empathetic Customer Solutions Specialist to join our growing Self-Serve & Growth Marketing team. You’ll be the first human touchpoint for users in our self-serve journey—helping them find answers, resolve common issues, and feel confident about purchasing independently.
This role sits at the intersection of marketing, sales, customer success, and product. You’ll support many users through email, video calls, and other channels—delivering fast, high-quality help that removes friction and drives product adoption.
You’ll also serve as the voice of the customer—capturing insights, identifying patterns, and collaborating with internal teams to continuously improve the self-serve experience.
If you love helping others, are excited about SaaS, and want to play a key role in shaping the future of self-serve at a fast-growing company, we’d love to meet you.
WHY YOU WILL LOVE THIS ROLE
- Be part of an innovative, fast-growing company transforming how teams build quality software.
- Join a supportive, collaborative culture where your voice directly impacts product and customer experience.
- Grow your skills at the intersection of marketing, product, sales, and customer success.
- Enjoy flexibility, autonomy, and the chance to make a big impact from Day 1.
WHAT YOU WILL DO
1. Customer Engagement
- Be the primary point of contact for inbound user inquiries through email, video calls, and other platforms.
- Help users navigate the self-serve journey—from onboarding and troubleshooting to confident purchase.
- Understand user goals and challenges through discovery and provide tailored, actionable guidance.
- Encourage users to take the next step, whether it’s a self-serve purchase or connecting with the sales team.
2. Cross-Functional Collaboration & Knowledge Sharing
- Share product feedback, user pain points, and opportunity areas with the marketing, product, and revenue teams.
- Document recurring friction points and work with internal stakeholders to propose and drive forward improvements.
- Participate in team meetings and working sessions to bring the customer’s voice into decision-making.
- Work with content owners to create and update content and knowledge base information that empowers users to self-serve.
3. Tracking & Reporting
- Be a driving force for helping to achieve self-serve revenue goals.
- Monitor and report on key engagement metrics like response time, satisfaction scores, and conversion rates.
- Use data to evaluate success and identify areas for process improvement.
Requirements
Required Skills & Experience
- Excellent written and verbal communication skills in English.
- Flexibility to work across global time zones with customers and teammates.
- Strong customer-first mindset with a passion for helping others.
- Experience in a customer-facing role (e.g., customer success, technical support, consultative sales, or onboarding).
- Comfortable identifying known issues and routing complex technical topics to senior team members.
- Comfortable juggling multiple conversations and priorities in a fast-paced environment.
- Strong problem-solving skills, attention to detail, and willingness to ask questions.
- Openness to feedback and a desire to grow personally and professionally.
Bonus Points (Preferred, Not Required)
- Familiarity with SaaS or self-serve business models.
- Experience in semi-assisted customer success or consultative sales roles.
- Marketing experience or desire to grow in marketing skillset.
- Technical expertise or experience working with technical people.
- Proficiency in developing and presenting educational content.
- An analytical mindset to interpret customer data and improve engagement strategies.
Benefits
At Katalon, we bring together self-starting, open-minded, and talented people while actively promoting a transparent and growth-enabling working environment. But don’t just take our word for it. Take a better look below!
- Competitive Pay & Bonuses: We believe in rewarding great work! You'll receive an attractive salary package plus performance bonuses to help you meet your financial goals.
- Your Health & Happiness Matter: Take care of yourself with our comprehensive health coverage, flexible work options, and generous time off. We understand that life happens outside of work too!
- Location-Tailored Benefits: Enjoy a complete benefits package designed specifically for your country, giving you the best coverage where you live.
- Everything You Need to Succeed: Work with top-of-the-line equipment and enjoy modern facilities, plus helpful allowances to support your work setup.
- A Place Where You Belong: Join our worldwide family where we celebrate what makes each of us unique. Here, everyone has a voice and equal opportunities to shine.
- Room to Grow & Thrive: Your success is our success! We foster a trust-based culture where you can develop your skills, take on new challenges, and be recognized for your achievements.
Katalon is proud to be an equal-opportunity employer. We care about our people and celebrate our differences. We want to work with talented, collaborative, and innovative people. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other characteristics protected by law.