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Are you personable, solution-oriented, and committed to delivering exceptional customer service?

Gather is a fast-growing Software-as-a-Service (SaaS) company transforming the interior design industry. Our innovative platform is trusted by design teams worldwide, enabling them to collaborate, innovate, and bring their creative ideas to life. We’re proud of the product we’ve built and the community we serve, and we know our team is our greatest strength.

As we continue to grow, we’re looking for a Customer Support Specialist to join our team. In this role, you’ll be the first point of contact for our company, ensuring our customers have the best possible experience with our platform. You’ll work directly with users, offering helpful, personalized support and troubleshooting any issues they may encounter.

Your ability to listen, empathize, and solve problems will be essential to your success. We’re seeking someone who enjoys helping others, can quickly understand complex systems, and thrives in a fast-paced, technology-driven environment.

This role will not only directly affect our users, but also play an important part in our company’s continued growth and success. If you’re excited by a challenging opportunity and want to help customers succeed, we’d love to hear from you!

• Provide friendly, thoughtful customer support through inbound and outbound chat and email, handling requests of varying complexity by responding to customer needs, anticipating what they may not have asked, and teaching them about our product.
• Proactively identify, analyze, and resolve customer issues using active listening and critical thinking, focusing on maintaining a strong customer relationship while delivering solutions.
• Demonstrate excellent written and verbal communication skills, build strong customer rapport, and deliver practical solutions.
• Continuously learn and apply company and industry knowledge, best practices, and procedures to provide accurate, up-to-date solutions.
• Update and maintain the company knowledge base and YouTube videos.
• Build and maintain positive customer relationships and collaborate with other internal teams to ensure customer questions and requests are handled in a timely manner.

• Must be available to work US hours.
• Fluent in spoken and written English.
• 3+ years of experience in a customer support role.
• Strong technical aptitude and ability to learn and navigate complex systems.
• Excellent communication skills, including writing, speaking, and listening.
• Approaches customers with understanding, active listening, patience, empathy, and kindness.
• Strong interpersonal skills and ability to handle both routine and complex inquiries independently.
• Customer-focused mindset with strong problem-solving skills.
• Strong time management, planning, and organizational skills.
• Ability to work from home in a distraction-free environment.
• Reliable, high-speed internet connection.

• Experience using Intercom, Hubspot, and Jira.