Lead Support Specialist

Who we are

Gather is an innovative, fully remote, SaaS company focused on helping mid-to-large-sized interior design teams complete projects in less time and with less frustration. While we work with design teams globally, most of our customers are 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. 

As a fully remote company, we embrace flexibility and work-life balance. Our diverse team is united by our mission to empower creativity through technology.

Why You Should Apply

As a key member of our small, tight-knit team, you'll have the opportunity to work alongside the founders to influence and directly impact the product and company growth. This position offers substantial room for professional development and valuable skill expansion in a customer-facing role, where you'll interact with and understand the needs of professional designers. You'll enjoy a high degree of autonomy, allowing you to take ownership of your work and contribute your unique ideas to shape our product and processes.

If you are in a support role with aspirations to become a Customer Success Manager, this position is your launchpad. We're committed to nurturing your ambition providing a clear path from support to success.  

Who We’re Looking For

In our small company, we often wear more than one hat. 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.

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 in a growing organization 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 trialing and existing customers,  but you will also be asked occasionally 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, billing inquiries, and product education via email and live chat. 

• Troubleshoot and investigate reported issues to determine next steps

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

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

• Mentor junior support team members 

• Monitor and report on key customer success metrics and KPIs

Requirements

This isn't a role where you'll be micromanaged; instead, we expect you to take initiative. After a thorough onboarding process, you'll enjoy considerable autonomy in managing your work and relationships. 

• 2+ years of experience in a customer support or customer success role for a small software startup 

• Excellent English communication skills, both written and verbal

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

• You have a reliable and fast internet connection. 

• Presentable and professional work environment for video calls

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.