Customer Support Specialist (SaaS)

Hiring Company: Gather
Job Title: Customer Support Specialist (SaaS)
Department: Customer Success
Reports to: Head of Customer Success/Co-Founder
Location: Remote
Hours: Full-Time, 8:00 - 5:00 CST
Compensation: $1,200-$1,500

Who we are

Gather is an innovative, fully remote SaaS company that focuses on helping mid-to-large-sized interior design teams complete projects more efficiently and with less frustration. While we work with design teams globally, the majority of our customers are based in the US.

Founded by a husband-and-wife team combining expertise in software development and interior design, Gather aims to modernize how professional interior designers manage design projects.

At Gather, we're more than just a software provider; we're a community. Our customers value our intuitive platform and our unwavering commitment to providing personalized, responsive support.

Why you should apply

You’ll be stepping into a role where your contributions genuinely matter. As part of a small, mission-driven team, you’ll have the opportunity to shape how we serve our customers and help drive the success of a product that interior designers love.

You’ll gain hands-on experience in a SaaS environment, strengthen your technical and communication skills, and grow with a team that’s collaborative, supportive, and always looking to improve.

Who We’re Looking For

In our small company, we often wear multiple hats. We're looking for someone who thrives on diverse challenges and isn't afraid to step outside their comfort zone.

While this role does not require you to know how to write code, it does demand a solid technical aptitude. You'll need to be adept at translating complex software features into clear, compelling explanations for customers who may not be as tech-savvy.

We’re also a company committed to innovation, especially when it comes to AI. You’ll be expected to actively explore and integrate emerging AI tools to streamline workflows, boost efficiency, and enhance the customer experience.

Key Traits:

• Exceptional organizational skills with an eye for detail and a process-driven mindset.

• Confident in serving as the primary liaison between our company and our customers.

• Motivated to make a significant impact by developing and implementing processes, documentation, and systems.

• Tenacious problem-solver with an innate curiosity and commitment to continuous learning. Resourceful in finding solutions.

Responsibilities

Your primary responsibility will be supporting both trialing and existing customers, but you will also be asked to help the founders with side projects. This may consist of research or compiling data for analysis.

Your day-to-day:

• Support trialing and existing customers with technical issues via email and live chat.

• Responsible for all 2nd-tier support tickets. We utilize Intercom’s AI agent, Fin, for all first-tier support. You will be responsible for handling any tasks that Fin cannot.

• Troubleshoot and investigate reported issues to determine next steps.

• File, track, and update customers on bug fixes and feature improvements

• Handle billing inquiries.

• Create, maintain, and improve customer-facing knowledge base and self-serve resources.

• Monitor and report on key customer success metrics and KPIs.

Qualifications and Experience Required for this Role

• Must be available to work Monday-Friday 8:00 - 5:00 CST

• Fluent in spoken and written English

• 2+ years experience in a customer support role, preferably SaaS

• Reliable, High-Speed Internet connection

• Proficiency in using customer support software, CRM tools, and LLMs (e.g., Intercom, Hubspot, Jira, Stripe, ChatGpt, etc.)

Benefits

You’ll be joining our team as a full-time, long-term 1099 contractor employee. In addition to the career growth opportunities, we also provide:

• Remote work environment

• A fun and collaborative team (we really do enjoy working together!)

• 7 paid holidays (can be U.S or country of residence) per year

• 7 paid sick/personal days per year

• 5 paid vacation days per year (available after one year of employment, with the ability to accrue more over time)

Gather asks respectfully to only apply through the application form and not email/apply to them directly. Recruiters and Agencies please do not contact Gather directly.