Senior Customer Experience Associate

About us

Gather helps distributed teams build digital spaces that bring everyone together.

Whether collaborating in meetings, co-working with colleagues, or stopping by someone's digital desk, connecting with your team becomes energizing. High bandwidth work and culture creation happen no matter where your team members are.

The mission of Gather is to eliminate the physical barriers to opportunity and connection.

Role overview:

Our team helps customers that rely on Gather's platform to have the fullest experience possible. Each customer has specific needs that we aim to meet with unparalleled support.

As a Senior Customer Experience Associate, you will be responsible for directly supporting customers. While helping customers, you will have the opportunity to offer insights to product, design, and engineering teams, and support new feature launches. As an owner of customer satisfaction for the individuals and teams you work with, your job is to solve problems, communicate effectively, and collaborate with internal teams to remove any barriers for the customer. We are the voice of our customers.

Where you will make an impact:

• Offer high-touch customer support to top clients through email, chat, and video
• Answer inquiries regarding the product, service setup processes, customer feedback, and technical difficulties
• Identify and surface individual customer trends and process improvements by collaborating with the team
• Patiently and quickly troubleshoot potential product bugs
• Create tickets for the engineering team based on feature requests and bugs from customers
• Contribute to your ongoing learning and success of your team by participating in experimentation efforts across the team that help drive meaningful improvements to the customer experience
• Maintain our learning resources and knowledge base to improve the accuracy of the support we provide to customers

What you bring:

• You have experience in a customer facing role and maintain a keen interest in providing outstanding customer support experiences
• You are an articulate communicator, proficient in both verbal and written English/language and enjoy crafting clear and concise messages to customers
• You are hardworking and eagerly embrace the challenge of solving problems, both with software and soft skills
• You are resourceful, flexible and hold self accountable and persevere in the face of obstacles
• You are empathetic and enjoy teaching customers at all levels of technical proficiency.
• You have a track record of making sound decisions in line with managing your time and prioritization of responsibilities.
• You follow through on your commitments (and are honest when something is over your head)
• Strong sense of professionalism and sensitivity to legal/security compliance

Nice-to-haves:

• Technical experience with browser-based applications
• Translate customer confusion to product changes
• Passionate about the metaverse and the digital frontier

Benefits

• Work remotely out of a state-of-the-art virtual office!
• Competitive compensation, benefits, and meaningful equity
• Comprehensive medical, dental, and vision insurance for employees and their dependents
• 401k and matching program
• Generous PTO policy and mental health days to recharge
• Meal stipend twice a week to keep you nourished
• Remote work, education, and health & wellness stipend
• Support for family planning & gender-affirmation
• The opportunity to join a passionate team in building something that actually makes peoples' lives better, every single day

Gather is committed to building an inclusive and equitable workplace for individuals of all backgrounds. We strive to build a workplace where employees feel comfortable bringing their authentic selves to work, everyday. Qualified applicants will receive consideration for employment without regard to race, color, ethnicity, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, pregnancy or parental status, protected veteran status, disability status, or any other basis prohibited by law. Additionally, we're committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please notify the recruiter you are working with. We also ask that all applicants consider answering the voluntary demographic questions on our job application to help us track the inclusivity of our recruiting efforts and programs. Answering these questions is entirely voluntary and your answers will not be shared with the hiring team and will not impact the hiring decision.