Customer Support Specialist

Gather is a mission-driven technology company serving funeral homes nationwide. Our proprietary platform powers case management tools, live streams, and administrative solutions that automate and streamline many of the inefficiencies experienced by funeral homes so they can focus even more on helping families during one of the most difficult moments of their lives. We are hiring individuals who thrive at the intersection of technology, empathy, and operational excellence.

Our customers rely on us during high-stakes moments. Calm communication, strong technical reasoning, and sound judgment are essential.

You are the front line of the customer experience — and a critical part of how funeral homes serve families during meaningful, high-stakes moments. This is not a script-based or volume-driven call center role. You will own customer issues end-to-end, troubleshoot software and hardware in real-world scenarios, support time-sensitive livestream events, and continuously improve how we serve funeral homes. When support is needed, you are the steady voice and capable problem-solver customers depend on.

In this role, you will:

• Respond to phone, chat, and email inquiries with professionalism, clarity, and empathy.
• Investigate and resolve technical issues across web-based software, livestream technology, hardware devices, and third-party integrations.
• Proactively monitor scheduled live streams and step in quickly if support is needed.
• Document customer interactions thoroughly and identify patterns or recurring issues.
• Collaborate cross-functionally to elevate and resolve complex scenarios.
• Contribute to improving internal processes, SOPs, and knowledge base resources.
• Support operational needs, including hardware fulfillment, billing coordination, and internal system maintenance.
• Participate in rotating weekend support coverage as needed.

This role requires someone who is comfortable navigating ambiguity, prioritizing effectively, and managing multiple responsibilities in a fast-paced SaaS environment. You will work independently at times, but never alone — you are part of a collaborative team committed to excellence and service.

You are equal parts problem-solver and people-person. You enjoy digging into technical challenges, but you also understand that behind every support request is a real person trying to serve a grieving family.

You might be a great fit if:

• You have experience supporting a SaaS or web-based platform and can troubleshoot both software and hardware issues with confidence.
• You communicate clearly and calmly, especially in high-pressure or emotionally sensitive situations.
• You take ownership — when a problem lands in your lap, you see it through to resolution.
• You are naturally organized and detail-oriented, with strong documentation habits.
• You are comfortable balancing structured processes with real-world unpredictability.
• You notice inefficiencies and proactively suggest improvements.
• You thrive in a small, fast-moving team where flexibility and accountability matter.
• You possess strong technical aptitude and the ability to learn new systems quickly.

Above all, you care about doing meaningful work well. You understand that while we are a technology company, the work we support is deeply human — and that responsibility matters.

Be part of a high-growth, team-oriented company that offers competitive compensation, excellent benefits, and meaningful opportunities to grow your career.

To apply, email Annie McFarland, VP of Customer Success, arland.