Senior Associate, Customer Experience, Strategy, & Insights

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 that surpasses the real one in interconnectedness, personal touch, and expressiveness.

The Senior Associate of Customer Experience, Strategy & Insights will play a critical role in supporting product-market fit and building the blueprint that drives customers’ success at Gather. As the voice of the customer, you will serve as the bridge between Product and the customer. You’ll have the autonomy to run experiments, test your own ideas, conduct user interviews, and solve problems you identify along the way to help achieve product-led growth.

This new Senior Associate of Customer Experience, Strategy & Insights will be adding to our small but scrappy team on our Remote Work squad. You’ll be a cross-functional thought partner to various internal stakeholders such as Engineering, Product, and BizOps, while having their backing to scale your unique discoveries.

We are looking for 2 new Townspeople - someone who is highly driven, solutions-oriented, customer-centric, a mix of curiosity, creativity, & analytical, as well as enthusiastic about how Gather can make an impact on how people work and engage remotely! (In order to best support our growing customer base in Asia and specifically Korea, 1 out of 2 of our openings will be mostly working in the Korea Standard Time (KDT) GMT+9 and must be fluent in Korean and English. The other will be working in PST to EST time zones with no language requirement.)

Job Responsibilities

• Proactively understand the needs of our customers, identify new opportunities, and create strategies that will allow us to continuously deliver immediate and long-term value to our customers
• Own and execute strategic projects that are aimed at enhancing the overall customer experience, improving retention rates, and driving customer adoption and expansion
• Self-initiate various experiments that help us better understand the customer’s goals and pain points
• Collect and analyze customer insights that help us move towards achieving product-market fit
• Report on customer feedback and data at every touchpoint while making recommendations to the Product department in order to optimize the user experience
• Partner very closely with our Engineering, Design, Data Science, BizOps, and Product teams to improve Gather’s Remote Work platform and shape future product development

Job Skills & Qualifications

• 4+ years of similar experience in strategy, growth, consulting, product, and/or business operations roles in a high-growth environment
• Bilingual in Korean & English (required)
• Excellent communication and interpersonal skills with a high level of empathy when connecting and building relationships with users and team members
• Analytical mindset and the ability to use data and metrics to drive solutions
• Creativity and innovation with an entrepreneurial spirit, where you curate and test new ideas
• Bias for action: self-motivated and adaptable to changing needs, where no task is too big or small!

Preferences

• Technical experience with browser-based applications
• Ability to translate customer confusion to product changes
• Experience communicating with product engineers and designers on user feedback

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.