Customer Support Lead

5 months ago

London, United Kingdom Gravity Sketch Full time

**About us**:
Gravity Sketch is the category leader in solving the challenges faced by teams that design 3D products. Our platform enables teams to create and communicate 3D ideas in the quickest and most intuitive way possible - whether they are globally distributed or in the same geography.

The platform is changing the way companies like Adidas and Ford carry out their day-to-day design work, helping to increase creativity, productivity, collaboration and compressing time to market. We take a B2C approach to B2B, nurturing a large community of highly engaged design and engineering professionals using the product to redefine their digital design workflow.

**Our Culture**:
We’re a lean but ambitious team of 90+ spread across the globe. We may be geographically spread out, but we’re tied by our mission to radically change how teams communicate ideas spatially and expressively from anywhere
Our focus is on output and getting the work done, not counting the hours you work. We appreciate that everyone has their own optimum setup, so provide flexibility in terms of when and where you get work done.

**Our Values**:
**Curiosity**
- Always be in learning mode
- Go Deep: ask the why/why not
- Explore and have fun

**Empathy**
- Put ourselves in the shoes of our customer
- Be genuinely caring and respectful
- Act from a place of understanding/longing to understand

**Force Multiplier**
- Make everyone around us/you better
- Raise the Bar
- Deliver Results

**Resourceful**
- Take calculated risks
- Use what we have/ deliver the most value
- Stay Hungry

**Act like an owner**
- Hold ourselves and others accountable
- Make every investment as if it were your own
- Don't let the egg drop

Our values are at the heart of our culture, we encourage everyone to experiment, bring new ideas to the table, and challenge one another to arrive at the best solutions for our users.

We work hard, and know how to have fun too; with company trips, socials, sports, gaming sessions and more. We welcome you to share your hobbies with the team so we can all try something new

**Overview**:
Join our dynamic team at Gravity Sketch as a Product/Customer Support Lead and play a pivotal role in elevating our product function to new heights. This is an amazing opportunity to take full responsibility for the function and build it from the ground up. In this role, you will take our existing Product Support function and use your knowledge and experience to take it to the next level. You will be focussing on delivering self-service, scalable support. Working closely with our Product and Engineering function to act as the voice of the customer, you will ensure we are developing our products with the user in mind. Curiosity is key and we are looking for someone who wants to dive deep into our product and our users to understand the best ways to communicate across our channels. This role requires a real self-starter with fantastic communication and people skills. It’s a great opportunity for an existing Product Support or Customer Operations agent to level up and join a rapidly growing organisation and take ownership of an entire function.

We are expecting this person to be based in the London studio 2/3 days per week.

**Responsibilities**:

- Take our Product Support Function to the next level and deliver truly outstanding support to our users
- Proactively identify and feedback on repeated user frustrations, issues or questions and communicate this clearly to our Product and Engineering leads
- Own the day-to-day tasks of our Product Support function, including solving user queries, conducting new user onboarding sessions, creating Help Center articles and generating weekly performance reports
- Create, develop and implement a self-service first strategy for our users using the tools you see fit
- Span our entire user base including Community, Students and Enterprise users as well as the GS Team
- Take ownership of our systems, tools and processes to build the Product Function from the ground up
- Become a Product Expert and know the minute details of our product and how our different users interact with the product
- Proactively build an extremely close relationship with our Product and Engineering teams to understand upcoming product releases and influence product decisions for the benefit of our customers
- Promote the product support function and deliver great experiences so that Product Support becomes the first point of contact for any users with questions

**Requirements**:

- Previous experience in a Product Support or Sales Engineering role in an early stage or scale-up company
- Organization: Excellent structure and organization, with strong attention to detail
- Self-driven: Able to hit the ground running and execute quickly once we have aligned on a plan. Self-driven to learn, to set targets, and able to work under limited supervision
- Change-management: proven ability to deliver operational change within teams or organisati

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