Senior Manager, Customer Experience & Support

About us

In the last few years, remote and hybrid work has had an explosion in popularity, giving workers an unprecedented level of access to opportunity and an increase in quality of life. However, our existing tools were not set up to do remote work well. Work can be isolating, transactional, and void of the camaraderie that makes everyone feel like they’re in it together.

To solve this, Gather builds virtual offices that bring the best of in-person work to remote. We’ve already seen success with our approach, with over 10,000 remote-first companies using our spaces every day. 

And yet it’s still the early days for our broader vision of the Metaverse. We’re excited about how the Metaverse can break down physical constraints that exist today, not just in where you can work, but which friends/family you can see, or what educational opportunities you can have access to. 

Join us in this mission!

Role overview:

The Senior Manager, Customer Experience and Support will oversee managing and enhancing our customer support, customer education and self-help, and customer insights. The ideal candidate will thrive in a team-oriented environment and be passionate about building and maintaining high-quality customer experiences across the entire customer journey.

Where you will make an impact:

• Manage the support queue and ensure prompt and helpful responses to our customers through email and chat.
• Manage a team of customer experience professionals, embracing and upholding Gather’s values.
• Manage Zendesk administration, including users, access levels, rules, routing, SLAs, and macro responses.
• Oversee the administration and design of AI automation for a seamless self-service experience. 
• Connect with customers to understand their experience and be their voice inside the company, sharing trends and insights to drive the product roadmap. 
• Contribute to and implement strategies that improve the customer’s end-to-end experience, encompassing all customer touchpoints.
• Evaluate existing data on customer service at all touch points and implement strategies to improve standards significantly.
• Serve as a customer experience subject matter expert in cross-functional meetings. Stay informed and share industry trends and new CX methods.
• Design, change, and regularly review metrics, proactively seeking new and improved data/mechanisms for visibility, ensuring the roadmap stays aligned with organizational objectives.
• Manage vendor relationships.

What you bring: 

• Bachelor’s degree in Business, Marketing, Communications, or a related field.
• 5+ years of experience in customer experience management or a similar role.
• Proven track record of managing and mentoring teams.
• Proficiency in Zendesk administration and AI-driven support systems (Forethought, etc).
• Strong analytical skills and experience with performance reporting.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced, team-oriented environment.
• Experience in project management and process improvement.
• Passion for customer experience and a track record of driving improvements.

US Salary Range

At Gather, compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. The base salary range for this position in the selected city is $135,000 - $170,000 annually and we encourage candidates outside of this salary range to apply.

Base pay is one part of the total package provided to compensate and recognize employees for their work, and this role will be eligible for a stock reward reflective of an early-stage startup.

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. Qual