Director, Customer Experience and Support

About us

We are building a virtual universe which fundamentally improves how people interact online.

Today, that means a powerful remote-social platform. We already have people working out of our office spaces, attending our virtual conferences, or going to school on our campus spaces. We have folks hosting everything from magic conventions to artist EP launches to thanksgiving dinners, and even a few weddings.

The mission of Gather is to remove physical constraints on peoples' lives, and provide a virtual world which surpasses the real one in interconnectedness, personal touch, and expressiveness.

The Director/Senior Manager of Customer Experience, Strategy, and Insights will own and lead the strategic direction of the Customer Support and the Customer Experience and Insights teams. From customer engagement, satisfaction, and education to retention and growth, you will manage the customer lifecycle, serve as the voice of the customer, and deliver Gather’s value to the customer.

This role will partner cross-departmentally with Product, Engineering, and Marketing to ensure we are achieving product-market fit, creating a delightful customer experience, implementing product change based on user data and feedback, and continuing to drive Gather’s all-in-one platform adoption.

Reporting to the VP of Operations, this new role is an exciting opportunity for a proactive, solutions-oriented leader that enjoys experimentation and is eager to roll up their sleeves and make their imprint on Gather’s product, this team, and the organization as a whole.

Job Responsibilities

• Identify and develop product-led growth strategies to drive customer conversion, loyalty, and retention for a seamless user experience
• Lead, coach, and develop 2 distributed teams including implementing training, creating playbooks, and supporting individuals in their personal and professional growth
• Synthesize data and drive initiatives that capture actionable customer insights while adding immediate and long-term value for our customers throughout their journey
• Design and strengthen customer feedback loops, scale product knowledge within the company, and facilitate product operations by delivering feedback to support product and platform growth
• Oversee the department’s processes and workflow to ensure operational efficiency while analyzing and executing the department’s performance goals to meet business objectives

Job Skills & Qualifications

• 7+ years of experience in a relevant customer-centric field, 3 of which are leading a team in a high growth environment
• Start-up experience or experience pivoting strategy at various stages of a product lifecycle
• Self-starter mentality with the ability to influence change and proactively execute cross-functional solutions
• Analytical and problem-solving skills with a track record of meeting and exceeding key metrics
• Exceptional communication, presentation, and interpersonal skills while also building relationships with internal teams and customers
• Technical understanding of browser-based applications
• Experience working with project/email management and collaboration software such as HubSpot, Front, Notion, and Linear, preferred

Benefits

• Work remotely out of a state-of-the-art virtual office!
• Competitive compensation, benefits, and meaningful equity
• Meal stipend twice a week to keep you nourished
• Remote work, education, and health & wellness stipends
• 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.